IT ServiceDesk Engineer

JOB DESCRIPTION

• Providing first – second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Services objectives.
• Receiving, logging and managing calls from internal staff via telephone and email
• Oracle Account access management
• Windows OS and AD management and support
• Producing statistics and management reports
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Ensure that Major Incident Management KPIs are reported and their targets met
• Responsible for the complete process adherence and handling of major incidents according to SLAs.
• Build strong linkages with all core ITIL processes as part of the end-to-end process.

QUALIFICATIONS:

Main Requirements:

• Windows AD
• Oracle Application account and access Management
•  Application – Outlook email, MS Office, Microsoft SCSM Network
• Working knowledge in Technical and application Support, Network concepts.
• Working knowledge in performing troubleshooting, testing and configurations
• Basic knowledge in Network concepts and Information Security
• Intermediate knowledge on different Microsoft Applications and Tools – Excel, Powerpoint, Word
• ITSM (Incident and Service Request Management) experience

The Position needs to possess the following skills:

• Communication skills
• Analytical Skills
• Interpersonal Skills
• Team Player