SME - Critical Incident Management

About the role

Requires effectively acting as a technical liaison between the Tier1, Tie 2, Team Leads, Service Desk manger and potentially, Tier 3 Representatives to resolve problems. Responsible for maintaining an effective process for achieving a 65% first call resolution for new and employees. This includes reviewing reports and providing training to both new and existing help desk employees as well as providing feedback on employee evolutions.

What you'll do

• Maintaining the Service Desk computer equipment
• Ensuring all machines contain a current version of software and hardware
• Provide documentation and training required
• An above average performance record regarding attendance, punctuality and working overtime

What you need

• Telecom
• Any graduate