IT Service Desk Officer

• Provide an efficient single point of customer contact with ICT regarding incidents and service requests through the available communication channels
• Deliver first line ICT support services such as password resets, user account locking and unlocking, and general inquiries
• Respond to system warning alerts and check monitoring tools for service issues
• Ensure all reported or identified incidents and service requests are logged, categorised and prioritised in the call management system
• Alert the business and stakeholders of high impact incidents through service exceptions and reports
• Follow up with resolver groups for feedback and completion estimates and update customers on progress
• Identify and escalate approaching or crystallised SLA breaches
• Analyse trends and investigate recurring incidents, producing documented resolutions to prevent repeat problems

Qualifications & Experience:

• Bachelor's degree in IT, Computer Science or related fields
• A minimum of 2 years' experience
• ITIL V3 Foundation

Skills & Competencies:

• High levels of customer care
• Knowledge of SLAs and working to deadlines
• Knowledge of ITIL processes and procedures
• Strong problem-solving and analytical skills to restore service quickly
• Good interpersonal and communication skills
• Ability to work in a multidimensional and multicultural setting
• Ability to remain calm under major pressure and incidents
• Understanding of service levels, availability and capacity plans