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 supportResponsibilities include the following:Incident Management functions and processesIncident 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 customersFollow through with P1/P2 escalationsEnsure all calls logged via IT Request and Incident Forms, prioritized, and resolved within internal SLAProvide 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 accountsAD Administration, creating, updating and removal of user accountsJML (Creating of new accounts, movement between campaigns, Terminations)Preparing and re-arranging desks, including moving/setup of computers as required by campaignsEffective 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.Minimum Requirements:Good Knowledge of Active Directory, IP Networking, Anti Virus and general technical support knowledge.SkillsDesktop Support, Help Desk, Information Technology (IT), Maintenance, Technical Support, Business Process Outsourcing (BPO)
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