IT Help Desk Team Lead
JMA Wireless
ITSM
Job Level
Junior
Tech Stack
ITSMReact
About the role
- Creating incidents and requests on behalf of our clients, understanding importance, technology category and severity.
- Keeping the client contact up to date with the progress of their case.
- Managed Major incident internal and external stakeholder’s updates.
- Perform 1st level troubleshooting in Contact Centre based technology incident. (Goal is to resolve the incident in first call)
- Turnaround service requests quickly.
- Monitor client systems and react to critical events.
- Update Knowledge articles and automated processes to help better serve our clients.
- Proactively find and progress incidents for our clients.
- Contribute to continuous improvement initiatives
Requirements
- Experience working in a customer facing role.
- Excellent in English communication skills (Speaking and writing).
- Technical troubleshooting experience or technical background.
- Fluent in English
- Familiar with ITIL process
- At least 1 year(s) working experiences in Contact Centre Technologies ( Avaya, Genesys Telephony solutions)
- Bachelor’s Degrees in Computer Science, Computer Engineering, Information Technology and any relevant field.
- Familiarity with Service Now or other ITSM tool.
- Exposure to contact centre environments.
- ITIL Foundation certification
