24 Operations Centre IT Technician

at  Project People

KEY ACCOUNTABILITIES

• Fully able to support end users with routine technical queries relating to products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
• Has an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
• Documents actions taken in resolving routine and non routine customer enquiries ensuring established processes/systems are followed.
• Takes ownership for listening to and understanding problems asking relevant questions to resolve problems within required timescales. Knows when to escalate, but retains interest to learn from the escalation.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis.
• Is a valued team member. Able to support less experienced team members.
• Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements.

Please refer the Job description for details