Deciding on incident severity / priority
Validation and evaluation of technical and oroperational information pertaining to the incident
First contact resolution and troubleshooting viaphone and remote access tools
IT Service Desk Manager or Supervisor
Validate,evaluate and classify incident / requests.
Determineresolution and / or escalation path to ensure all issues are appropriatelymanaged.
Evaluate contentof requests / incident report and gather information if missing any.
Record distinctissues in the tracking tools.
Keep track ofknown solutions, consult knowledge database and use findings to respond tosenders / callers.
Keep track ofseverity / priority 1 issues for appropriate escalation and follow-up.
Recognizesolutions for repetitive use and enter those in knowledge database.
Complies withrelevant Management Systems
Complies withthe QHSE policies including but not limited to :
Demonstrates strong commitment to SGS QHSE Policies,Procedures, and Work Instructions by participating in safety meetings,completing required training, intervening in unsafe situations, refusing unsafework, and complying fully with all applicable laws and regulations related toQHSE.
Responds appropriately to emergency situations and assistsother staff members in maintaining readiness to respond to emergencies withinthe workplace.
In accordance with the SGS QHSE Management Systemrequirements, disposes of, or directs the disposal of, waste generated as apart of daily work performed in a safe manner and in compliance with all wastetransportation and disposal regulations and requirements.
Reports all incidents (actual incidents and near misses) inaccordance with the SGS Incident Reporting requirements.
Uses all equipment (including safety equipment) in the manner intendedand reports any damaged / lost equipment to supervisor.
Maintain a safe and tidy worksite.
Maintains awareness of hazards and proposes controls to supervisor, QHSERepresentatives or relevant client / site contact.
Actively participates in incident investigations and risk assessments asdeemed necessary by SGS management.
Bachelor degreeor equivalent in engineering or information technology / service managementcourses
PreviousCustomer facing role
IT Literate -familiar with MS office applications, internet based applications andunderstands the basics of programming done on soft-wares.
Experience ofmulti-cultural environments.
MicrosoftCertified Engineer is preferred
Experience / TechnicalKnowledge