Service Disk

• Acting as a first line of contact for IT service related issues by providing prompt support to ensure operational problems are resolved as quickly as possible;
• Logging all incidents and requests, categorizing and prioritizing them into SCSM;
• Escalating problems and incidents to concern sections when necessary in accordance with RJ business requirement, ITIL, RJ standards and information security policy;
• Working closely with other sections in the IT and other areas across ITD to maintain maximum availability of IT services;
• Giving help, guidance and support to users of desktop/Laptops;
• Managing the lifecycle of incidents, problems and requests. Escalating as appropriate and closing them when the user is satisfied;
• Keeping user informed of the status of services, incidents and requests;
• Performing Diagnoses, trouble shooting and solving problems remotely;
• Following up on user E-mails to ensure Quality of service;
• Monitoring and tracking Cisco Agent System to ensure that all calls are being handled on a timely basis;
• Generating a set of formatted reports about agents operations and activities.

Skills

• Communication skills
• Team Player
• Problem-solving skills
• Experience installing software
• Experience IT issues troubleshooting
• Time Management; organizing and prioritizing work assignments

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