Log your Jobs in ticketing system with relevant amount of information including correct priority and category

Escalate incidents to senior members of the team in timely manner while maintaining good level of communication with your customer/caller – own to it.

Ensure your time / effort is recorded within ticketing system

Ensure that you are meeting minimum level of resolved tickets per day

Participate in project work, record your project progress

Duty Statements:

Don't let down a colleague, do something to help - ask if you can help, and look for opportunities where you can

Don't let down a customer/caller, do something to impress - be passionate about the customer/caller

Don't tolerate inefficiencies, make a noise about it - get involved and be a part of the solution.

Don't take a risk with safety - look out for yourself and others.

Role Objectives:

Maintain specified telephone Service levels (team KPI)

Assign tickets with appropriate level of priority (team KPI)

Collect and log incidents / requests accordingly, gather relevant information in order to deal with query efficiently

Communicate with your customer while handling incident or query

Maintain accurate log of effort within the ticket (be honest about it)

Undertake project work where required

Escalate issues that are beyond of your technical and personal abilities (to your manager or senior colleague) in line with given instructions (personal KPI)

Plan ahead (day-to-day and projects work)

Look for opportunities to improve

Pursue personal development of skills and knowledge in order to effectively perform the role – undertake training

Performance Standards:

Must be capable of setting priorities and working under pressureMust be able to multi task and plan for events simultaneously

Ability to work with internal and external parties is essential

Strong working knowledge of Microsoft products, Windows operating systems, Office 2010+ and Office 365

Incident Coordination activities are expected to be carried out with minor supervision

College and above The minimum experience level required (All qualifications listed must be job related) One to two years in similar IT role providing support to large user base in fast pace moving environment The analytical and communication skills required The job requires excellent analytical and communications skills (written and verbal), both internally and when speaking to customer/caller The impact of actions carried out by this position Poorly executed actions in relation to customer incidents and requests may result in negative image of IT service unit and potentially may impact business opportunities and revenue

Business Values:

Integrity & Honesty

Highlight issues without fear – it's safe

Does what they say they will

Reliable Customer at the heart of what we do Support and understand customer/caller needs Responsibility and Ownership Takes responsibility – for making it happen

Follow up/ follows through

Takes accountability Making a difference Initiative

Adapts to change

Problem solving

Questioning why we do things

Being the first to try/do something new/different