SKILLS

• Excellent communication and writing skills
• Ability to work independently and under pressure
• Having good knowledge of a product depending on the service area.
• Able to identify trouble spots and excellent problem-solving skills.
• Good team player.
• Able to learn new technologies
• Excellent time management skills and customer service skills
• Proficient with computer literate such as Windows 2000/NT, workstation, MS Office and PC Hardware.
• Good Knowledge on SQL Sever
• Having knowledge of Remote connection ( Ammyy, Teamviewer, Remote desktop etc)
• Able to communicate and cooperate with staff at all levels
• Excellent presentation and technical writing skills.
• Strong customer-focus and problem-solving attitude
• Skillsin planning, organizing, and adapting within a multi-tasking environment.
• Have the aptitude and patience to update cases with well-written activity reports on a regular- basis and maintain case documentation

JOB RESPONSIBILITIES

• Record and classify received Incidents and undertake an immediate effort in order
  to resolve the issue.
• Log all Incident/Service Request details, allocating categorization and prioritization
  Codes.
• Keep users informed about their Incidents’ status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in Salesforce (CRM).
• Escalate Major Incidentsto the Level 2 support
• Escalate Incidents at risk of breaching Service Level Agreement to the Level 2
  support or manager.
• Owns all Incidents and Service Requests throughout their lifecycle.

CANDIDATE REQUIREMENTS

• Bachelor’s / Master degree in a computer technology related discipline.
• Minimum of 3 years of experience, preferably in the hospitality industry, is an added advantage.