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NTT Limited
Computers + 1 more
Description
Academic qualifications and certifications:
- Bachelor’s degree or relevant qualification in IT/Computing, or related field.
- Relevant IT certifications, such as ITIL and Microsoft 365.
Required experience:
- Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
- Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business.
- Seasoned technical experience with a variety of technologies, for example (but not limited to) Secure Print, MS Azure, Meeting Room Technologies and Microsoft 365.
Responsibilities
- Focuses on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
- Undertakes regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensures that the software is installed and configured in line with business requirements.
- Proactively identifies problems, events, incidents, and errors prior to or when they occur.
- Fosters good relationships with all stakeholders including vendors, carriers, and colleagues.
- Resolves calls and identifies the root cause of incidents, events, and problems to ensure proactive future management.
- Ensures the efficient and comprehensive resolution of incidents, problems, events, and requests.
- Reports and escalates complex issues to 3rd party vendors.
- Provides continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by standard procedures.
- Proactively supports the service desk by receiving calls and incidents, problems, requests, and events when required.
- Ensures the resolution and recovery of an incident in line with the relevant processes and service level agreements.
- Updates incidents, requests, problems, and/or events with progress and resolution details.
- Performs any other related task as required.
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