Vacancy for SERVICE DESK ENGINEERS at Lightning Networks Limited

Provide first line fault resolution.Custodian of all live incidents within duty periodPerform escalation in line with agreed policies and procedures.Responsible for Customer communication and escalationsResponsible for business impact analysis of major incidents across business sites and escalate all major outages as defined in the Major Incident Management ProcessService availability testing for end user service restorationDirect interface between IS and end users in telephonic, electronic or hands-on systems faults resolution throughout the organization.Responsible for Logging all reported faults into service management application – BMC Remedy.Attempt online incident resolution and assign or escalate to other lines of support for further action where applicable.Responsible for new user account creation on the active directory, Siebel CRM, Microsoft Exchange Server etc. for all MTNN staff.Initiate and maintain unique communication strategies with end-users on a variety of IT related issues including developments in applications, systems, security, and expected downtimes.Assist in promoting the goodwill of IS Service division by offering quality customer service to end-users.Provide first line and 2nd line support to identified IS customer facing applications and servicesResponsible for escalating and raising problem records for recurrent business user issuesUser education and awareness on new services and productsIdentification and creation of relevant CTIs on Remedy based on trends and interaction with end users

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