IT Service Desk Officer
Aspire Zone Foundation
مجموع سنوات الخبرة :10 years, 7 أشهر
• Log all relevant information regarding incident/service request and allocate category, priority, expectations and escalation where necessary
• Provide first line investigation and diagnosis of customer incident and service request
• Perform basic troubleshooting of hardware, software and network incidents
• Manage basic user access activity including AD and application user account creation, password reset and allocation of network shared resources
• Escalate incidents/service requests not resolved at first contact within agreed timescales taking ownership of communicating status to the business/user
• Close all resolved incidents, requests and other calls
• Communicate efficiently and relate major incidents to the relevant party
• Coordinate IT service management process including SLA, Problem, Change and configuration management
• Deal directly with customers either by phone, email or face to face
• Respond promptly to customer inquiries
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries
• Direct requests and unresolved issues to the designated resource
• Communicate and coordinate with internal departments
• Follow up on customer interactions