The Role: Essential Functions:
- Provide first level support through taking calls and handling the resulting Incidents or Service Requests, using the incident management and request fulfilment processes, in line with SOC objectives.
- Assist by managing user communication and escalating incidents and requests using defined procedures.
- Coordinate service outage resolution to ensure all requests and incidents are handled appropriately and in a timely manner.
- The duties require that the Service Operator receives and logs service requests and incidents using some applications such as Web Helpdesk, Pulse, SCUBE, Vtiger CRM or related applications that are approved by the Company.
Skills and Experience: Qualification Essential Competency:
- Grade 12.
- A+, N+
- ITIL V3 foundation qualification.
Experience required:Minimum 3 years experience in Telecommunications and/or Information Technology. Advanced computer literacy.