ICT SERVICE DESK AGENT

The successful candidates will be expected to perform the following: Act as the single point of contact for end-users seeking technical assistance. Log, classify and categorize IT incidents and requests for IT clients, Respond to and resolve IT-related incidents and service requests via phone, email, or ticketing system. Troubleshoot hardware, software, and network issues using remote tools. Manage call assigning and escalations. Resolve technical queries such as password resets, installations and configurations on first contact. Route complex issues to appropriate second or third level IT Support as and when required. Provider user feedback to users on the status of their support tickets. Creating and updating the knowledge base and troubleshooting procedures. Follow up and update all users and engineer activity on the logged calls where applicable. Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing.&n...