It Helpdesk Support And Infrastructure

Creating purposeful careers as we build the future of contact centre solutionsReports to the IT & Infrastructure Manager. The IT Support Technician fulfils a key role in the team, providing call/incident management, IT support, control, and tracking of information technology (IT) assets, and other administrative and support functions.
Semi-Skilled in technical support Responsibilities include the following: • • Incident Management functions and processes
• • Incident Triage, making sure incidents are prioritized and managed correctly.
• • Resolving IT and Facilities related requests or incidents.
• • Ensuring that a high level of customer service and support is provided to all internal and external customers
• • Follow through with P1/P2 escalations
• • Ensure all calls logged via IT Request and Incident Forms, prioritized, and resolved within internal SLA
• • Provide On-Site as well as remote assistance over the phone, through instant messenger and using remote support tools.
• • Password Management – Reset and unlock of user accounts
• • AD Administration, creating, updating and removal of user accounts
• • JML (Creating of new accounts, movement between campaigns, Terminations)
• • Preparing and re-arranging desks, including moving / setup of computers as required by campaigns
• • Effective communication to team leaders and end users.
• • Log every request and drive adoption by Team leaders and agents to complete the incident and request forms themselves. (Keep track of time taken to perform each request/task/incident)
• • Escalate unresolved incidents.
Good Knowledge of Active Directory, IP Networking, Anti Virus and general technical support knowledge.Skills Desktop Support Help Desk Information Technology (IT) Maintenance Technical Support
Business Process Outsourcing (BPO) Information Technology (IT)

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