Service Desk Executive at eStream Networks

Job Description
Incident Management:

• Owns the ticket for a specific incident
• Owns a specific incident from initial report to resolution
• Resolve first line support issues
• Function as the primary point of contact for incidents reported from users
• Troubleshoots and resolve incidents escalated from customer support
• Ensures that incidents are logged and prioritized.
• Ensures that issues not resolved at first level are escalated to the Service Manager or the appropriate level.
• Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Follow up with users to ensure satisfactory resolution of incidents.
• Work closely with the Customer support team to ensure responsive and accurate resolution of tickets raised.
• Accurately log all Help Desk tickets using the defined tracking software
• At all times provide the highest level of customer service.
• Sends periodic Service reports to customers. (Weekly, Monthly and Quarterly)
• Produce availability reports for Customers.
• Ensures all incidents and requests are logged.
• Ensures documentation of all incidents and user requests.
• Ensure that complete resolution history of major incident are recorded.
• Documents, tracks and monitors incidents to ensure resolution in a timely manner.
• Any other duty maybe assigned to you from time to time.

Education Qualification

• HND/Bachelor's Degree in Electrical/Electronics/Computer/Communication/Info Tech/ICT/Hardware & Networks Engineering, Physics Electronics.

Other Desired Qualifications:

• Ideally ITIL certified or have knowledge of ITIL. CCNA.
• Minimum of 3 - 5 years relevant experience.
• Good phone skills, professional demeanor, previous customer service experience strongly desired.