
Chief IT Incident Manager
5 days ago
IT Support Specialist
The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.
Key Responsibilities:
- Serve as the initial point of contact for all IT-related user issues and requests.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
- Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Maintain communication with users to provide status updates and follow-ups.
- Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
- Support remote users using remote desktop tools.
- Ensure all tickets are logged, updated, and closed in a timely manner according to SLA.
- Maintain communication with users to provide status updates and follow-ups.
- Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs.
- Reset passwords, unlock accounts, and assist with access-related issues.
- Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
- Record, categorize, and prioritize incidents in the ITSM/ticketing system.
Qualifications:
Experience in IT Service Desk or desktop support roles, knowledge of Windows OS, MS Office Suite, and Active Directory. Familiarity with IT ticketing tools and remote support tools.
Preferred Qualifications:
Diploma or Bachelor's Degree in IT, Computer Science, or related field. ITIL Foundation certification is a plus.
Benefits:
A proactive work environment that encourages teamwork and continuous learning.
How to Apply:
Send an updated CV along with the following details: Total experience, Current Salary, Expected Salary, Notice Period, and Current Location.
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