• Analyse reported incidents and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.

• Update the status of an incident or service request in the tool. To make sure that they hold up to date information before action on any incident or service request. To ensure that the tool and relevant team are updated

• Set expectations to the customer based on agreed SLOs (timeframes and format).

• Provide quick fixes / workarounds / solutions to be updated in the Known error database to Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.

• Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.

• Adhere to IT Policy, Standard & Procedures and the audit & finance regulations

• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.

Qualifications & Experience: Knowledge/skills:

• 4+ Years of experience and 12 Years schooling or equivalent.

• Training courses in communications, LAN networking, and customer support aspects from a recognized vendor or training institute

• Experience in the computer and communication industry as a support engineer dealing with LAN/WAN networks.

• Knowledge of using PCs and peripherals as well as other office tools such as MS Office and Email

• Service Desk & Incident Management

Leadership Role : NO