IT Service Desk Engineer at Prudential Zenith Life Insurance

Key Responsibilities 

• Serve as the first point of contact for customers seeking technical assistance.
• Providing front-line support to end-users and customers via various channels (phone, email, chat, or in-person) to address IT-related issues and requests. This may involve troubleshooting hardware, software, network, and other technology-related problems.
• Receiving, logging, categorizing, prioritizing, and escalating IT incidents re-ported by users. Tracking incidents from initial report to resolution and ensur-ing timely updates to users.
• Managing the IT Service desk Portal, mailbox & Internal IT communications.
• Ensuring that the service desk meets SLA targets for incident response and resolution times.

Qualifications

• B.Sc. / HND in any relevant discipline.

Key Experience 

• Minimum of 3 years’ experience in IT service support

Knowledge & Competencies

• Vast and proficient in the use of applicable computer software and Mi-crosoft office suites.
• Knowledge of the ITIL service management framework.
• Excellent customer service skills, including empathy, active listening, and a positive attitude.
• Knowledge and interest in computer systems and the latest technologies.
• Ability to create and maintain knowledge base articles, FAQs, and standard operating procedures to aid in issue resolution and knowledge sharing
• Good communication skills – both written and verbal.
• Possess basic SQL knowledge
• Experience with ticketing systems and remote support tools