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.
