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Role Responsibilities
- Monitor mailbox for incoming support requests and inquiries.
- Perform simple triage of support tickets, categorizing and prioritizing them based on urgency and impact.
- Perform verification checks after deployment of fixes or updates to ensure successful resolution of reported issues.
- Monitor and observe system alerts or out of the normal system behaviours.
- Perform consolidation of records for reporting for monitoring, analytics or audit purposes.
- Manage the life cycle of incident tickets from creation, update, escalation to closure.
- Proven experience in a helpdesk or technical support role.
- Strong communication skills and ability to interact effectively with both technical and non-technical users.
- Familiarity with helpdesk software and ticketing systems.
- Basic understanding of IT infrastructure and troubleshooting techniques.
- Possess a Diploma or Degree preferably in Engineering or Information Technology.
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