Senior IT Executive

Posted 17 days ago by Expolanka Holdings PLC, Classification: IT & Telecoms


  • A bachelor's degree from a recognized University
  • Experience as a Level 3 engineer
  • Strong verbal and written communication skills, including strong documentation skills
  • Female candidates are encouraged to apply

Job Role

  • Take ownership of customer incidents and requests by providing telephone, remote, and email support and logging incidents and requests
  • Open tickets, resolve issues and work with IT staff to assign out incidents that are unable to resolve (80% first call resolution)
  • Provide usage support to software packages including but not limited to Microsoft Word, Outlook, and Excel
  • Work closely with onsite technical teams to recognize and report root cause analysis of incidents reported to the service desk
  • Identify and report recurring incidents to spot trends and potential problem sources
  • Coordinate between multiple teams for effective resolution and escalate within the support organization as required
  • Provide a positive customer experience with each customer interaction
  • Play a key role in ensuring excellence of service to internal users
  • Handle IT technical support covering desktop, laptop, network, printer, and a variety of Corporate and facility applications
  • Work directly with all levels of the organization

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