Service Desk Executive

Work Mode - Onsite (5 days in a week)

• Primary Skill: Service Desk
• User query/issue handling. Ensuring user queries or issues are captured, validated, and triaged for further processing.
• Communicating with users. Ensuring that various types of information are communicated to users through the appropriate channel(s).
• Optimization. Ensuring improvement of the two previous processes through analysis, reviews, and reporting, as well as through automation, competence building, knowledge sharing and other organizational changes.
• Identify and diagnose issues and problems
• Categorize and record reported queries and provide solutions
• Support problem identification
• Advise users on appropriate course of action
• Monitor issues from start to resolution
• Escalate, if needed, unresolved problems to a higher level of support
• Provide essential online security advice and support
• Systematically interprets user problems and identifies solutions and possible side effects.
• Uses experience to address user problems and interrogates database for potential solutions.
• Escalates complex or unresolved incidents.
• Records and tracks issues from outset to conclusion.
• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process and advises relevant persons of actions taken