Responding to Incidents and Requests logged via voice, email, web, chat and virtual assistant channels

Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis

Prioritising Incidents and Requests as per the agreed Service Level Agreements

Ability to work autonomously and use initiative to handle difficult situations

Ability to multi-task, working on multiple Incidents or Requests in unison

Calling end-users as necessary

Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account, and software administration)

Executing resolutions and fulfilment activities as per knowledgebase articles stored in Remedy

Functionally escalating Incidents and Requests, to respective resolver teams

Proactively requesting updates for Incidents and Requests which are assigned to resolver teams

Seeking end user acceptance of Incident Resolution and Request Fulfilment activities

Documenting details and steps taken to resolve an Incident or Request

Proactively suggesting knowledgebase articles for consideration of publication

Provide confirmation of Incident Priority Level assigned as per the priority matrix agreed with Customer.

Requirements for this role include :

A minimum of 1-3 years' experience in a similar role

Fluent in English dialect and strong written English skills

Capable of asking the 'right' questions to perform basic IT troubleshooting of desktops, laptops, mobile devices, applications, and core infrastructure

Documentation skills are a must

Should be able to work independently and assist junior engineers.