Service Desk Team Member
2 weeks ago
About Our Team
We are seeking a skilled Service Desk Team Member to join our team at Pyramid Global Technologies. As a key member of our monitoring team, you will be responsible for monitoring our servers and devices hosted in our Data centre. Your role will involve validating alerts, discarding false alerts, and assigning valid alerts to respective technology support tracks. You will also be responsible for following up with the relevant technology track team to ensure open items are closed on time.
Key Responsibilities
- Take calls from business users, log tickets, and action them to close or triage to relevant support teams.
- Process email support requests from client users, log tickets, and action to resolve or triage to relevant support teams.
- Escalate to relevant teams as outlined in SOP for priority tickets, including P1 and P2 tickets.
- Send communication to business users as required.
- Work closely with track leads and delivery managers to ensure all assigned tickets are addressed and processed as per agreed SLAs.
- Support, mentor, and manage the team to deliver key KPIs, including first call resolution targets.
- 24x7 monitoring of all alerts from servers and devices hosted in the Data centre.
Requirements
- 3-5 years of experience in service desk/network monitoring (NOC) centre.
- ITIL V3 foundation certification/knowledge.
- Good communication voice and writing skills in English.
- Diploma or graduate in IT discipline.
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