Overview
Key accountabilities
- Respond quickly to all queries and incidents.
- Manage incidents, including via telephone & email.
- Documentation, recording & updating incident details in Salesforce tool.
- Communication, alerting technical staff via assignments and escalating to management
- Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
- Answering queries and resolution of straight forward incidents
- Investigation and resolution of 1st level Condeco application related issues using remote access software.
- Escalation of unresolved cases to next level application specialist teams.
- Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
- Closure, formally closing incidents.
- Initial review and evaluation of the case.
- Communicating major IT incidents to affected customers.
- 1st line application support and diagnosis
Technical Skills Required
- Basic understanding of Internet Information Services (IIS).
- Knowledge of Basic SQL Commands for ex: DDL, DML
- Understanding of Microsoft Windows Operating System (OS)
All the best! - 
