Senior IT Executive

Requirements

• 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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