Job Description

I am keen to speak with candidates with 2+years broad IT experience doing L1, ideally in an MSP environment.


Your Responsabilities:

  • Manage all Incidents and service requests within SLA

  • Log Incidents and Requests accurately in the PSA Tool (Autotask)

  • Resolve technical problems with software applications or network systems

  • Record all actions, updates and time in a clear and concise way in the PSA Tool (Autotask)

  • Ensure call handling/quality, ticket management/quality, resolution of issues meet the required standards

  • Escalate incidents to higher level when unable to resolve

  • Create new/update existing Knowledge Articles within documentation platform (ITGlue)

  • Assist with Problem Management activities, supporting a drive to reduce unnecessary/avoidable contacts to the Service Desk

  • Always consider the experience of the end user and strive to make every contact with the S...

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