Main accountabilities:

  •  Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact,
  •  Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages,
  •  Proactive flagging incidents where no knowledge solution was found,
  •  Meeting or exceeding the level of Service when responding to all incoming incidents,
  •  Accurate and timely hand off to other resolving teams.


  •  Fluency in English,
  •  Excellent verbal and written communication skills,
  •  Professional telephone manner,
  •  Basic experience in MS Office, MS based applications,
  •  Basic technical support experience an advantage but not necessary,
  •  Flexible, well-motivated team player, ability to work under pressure,
  • Available to work in shifts.
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