Job Overview
- Operate as part of a 24/7 shift team.
- Promptly resolve all computer hardware and software-related complaints and incidents.
- Promptly fulfil service requests to ensure user returns to work satisfactorily.
- Educate end-users and provide feedback on IT-related queries/ enquiries.
- Perform effective end-user interrogation for initial diagnosis and information gathering in the resolution of complaints.
- Identify, categorize, and classify all logged complaints using an IT Service Management (ITSM) application to build an accurate knowledge base.
- Accurately update and track NOC- and PSOC-related issues from the outset to the conclusion using an ITSM application.
- Provide periodic updates on all NOC- and PSOC-related issues until resolution.
- Minimize interruptions in users’ ability to carry out critical business activities.
- Ensure prompt escalation/ ticket re-assignment of complex and/or unresolved incidents to second-level support for resolution in line with agreed Operational Level Agreement (OLA).
- Run diagnostic programs or tools for root cause determination and problem resolution.
- Diagnose and resolve software and hardware problems or incidents that may be disrupting IT systems or services.
- Perform user/system administration to enable end-users access systems and execute job functions.
- Perform proactive performance and availability monitoring of IT systems, applications, tools, and services required to provide services to end-users.
- Assist in the installation, update, and/or upgrade of applications required for end-users to function optimally.
- Assist as a team-member in coordinating and fulfilling IT projects, deliverables, and initiatives.
- Perform routine maintenance on systems, applications, work/productivity tools, and devices to ensure reliability and information security policy compliance.
- Ensure all operational documents and vendor supporting documents are up-to-date and maintained in the approved shared library repository/ location only.
- Systematically analyze performance data and communicate findings to the Manager, IT NOC and/ or senior experts.
- Escalate incident and security risks, with recommendations for mitigation to the Manager, IT NOC.
- Accurately and carefully follow established policies, processes, and procedures in the fulfilment of requests and resolution of incidents.
- Perform system confirmation to identify issues that have been resolved and free from errors, as well as end-users’ confirmation of satisfaction before ticket closure.
- Effectively disseminate information and updates to the NOC as required about the delivered IT services.
- Effective monitor the IT datacenter using monitoring tools and applications like PRTG.
- Provide recommendations and suggestions on optimizing the unit’s operational performance to the Manager, IT NOC.
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