Job Description: Responsible for the timely and effective response to IT user queries and problems through the receipt and logging of problems and the co-ordination of rapid and appropriate responses for higher-level problem resolution and advice on both new and established systems. Job Responsibilities: Gives telephonic training on systems. Conducts trend analysis of series data to determine common occurrences and recurring issues. Determines absolute cause of problems by either recreating the issues in a test environment or reviewing system design. Co-ordinates and ensures that adequate training is provided for users. Acts as liaison between users and information technology department on problem areas, managing client expectations. May manage the incident to completion. Job Requirements: Problem Tracking Tool Interpersonal savvy - Contributing independently Degree or Diploma and required Certification with 4 to 6 years related experience. ITIL Foundation certified Reporting and Administration Client Delivery and incident handling Business Requirements Definition
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