Helpdesk Senior Representative - ITIL
Job Description
Live dashboard monitoring, reporting & workflow allocation
Quality analysis on agreed aspects
Trending and in-depth anlysis on service delivery components
Management Information Presentations
Acts as coach & an escalation point for less experienced colleagues
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems using processes & instructions
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner
Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
Experience of providing Hybrid (Office and Remote) IT support is an advantage
Good reporting abilities
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Excellent communication and customer service skills
Fluency in English language
Flexibility to work shifts if required