ICT Support Specialist 

MAIN PURPOSE OF JOB

To provide first line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems

KEY RESPONSIBILITY AREAS

Identify and classify requests through diagnostic techniques and pertinent questions (Cherwell)

Determine the best solution based on the issue and details provided by customers

Direct unresolved issues to the next level of support personnel in a timely manner to minimise the impact on business

Maintain service records and their resolution in the IT Service Management tool

REQUIRED EDUCATION

Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution

Certification in ITIL v3 Foundations will be an advantage

REQUIRED EXPERIENCE

At least 1 years’ experience in an ICT support service environment

REQUIRED JOB SKILLS AND KNOWLEDGE