Provide first-line support to SGS Employees in IT related issues.
Fast-paced handling of incidents/requests resolution, escalation and information routing.
Deciding on incident severity/priority
Validation and evaluation of technical and or operational information pertaining to the incident.
First contact resolution and troubleshooting via phone and remote access tools.
Managing Incidents through incident management service portal.
Validate, evaluate, classify, and solve IT incidents/requests.
Determine resolution and/or escalation path to ensure all IT related issues are appropriately managed.
Complies with the Group IT policies including but not limited to:
Demonstrates strong commitment to Group IT Policies, Procedures, and Work Instructions by participating in IT meetings, and completing required training, related to IT.
Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
Qualifications
Bachelors degree or equivalent in Computer Science or information technology/service management courses.
Previous IT Support role, hands-on experience in hardware (servers, desktops, laptops) and software.
IT Literate familiar with MS Office applications, Various Databases and operating systems, Cloud Technologies, and internet-based applications and understands the basics of programming done on soft-wares, Hands-on experience in Telecommunication devices like Switches, Routers, firewalls, PABX systems, IP Telephony.