Specialist ICT Support

Job Responsibilities

1. Identify and classify requests through diagnostic techniques and pertinent questions (Cherwell)
2. Determine the best solution based on the issue and details provided by customers
3. Direct unresolved issues to the next level of support personnel in a timely manner to minimise the impact on business
4. Maintain service records and their resolution in the IT Service Management tool

REQUIRED EDUCATION

1. Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution
2. Certification in ITIL v3 Foundations will be an advantage

REQUIRED EXPERIENCE

1. At least 1 year of experience in an ICT support service environment

REQUIRED JOB SKILLS AND KNOWLEDGE

1. Able to complete the necessary documentation
2. First line hardware and software technical problem-solving skills
3. Client service and related management principles
4. IT service management tool
5. ITIL Service Management based skillset for Incident, Change, Problem and Request management