Job Description
- Provides technical analysis and assistance to resolve desktop/laptop/printer and application problems.
- Updates, follow up and resolves incidents and service requests within agreed SLA.
- Supports basic network related and server system issues.
- Ensures quality of fixes and patches.
- Applies patches and upgrades accordingly as assigned.
- Updates call center on the ticket status and ensuring the tickets are resolved within agreed SLA timeline.
- Monitors support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.
- Develops workaround and fixes for new incidents.
- Monitors the regional call center team members and ensure that all escalations, process and procedures are adhered to.
- Perform daily, weekly or monthly reporting.
- Takes accountability in considering business a...
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