Job Description:

-Remain calm and polite when faced with customers annoyed by IT problems

-Analyse situations reported by customers to determine if the impact is minor medium, high or critical, in order to define priority of case handling

-Fully document Titan tickets to ensure that they contain pertinent and up to date information

-Resolve customer problems when time and technical constraints permit.

-Document solutions in Knowledge Base

-Ensure proper follow-up and and communication with customers in a timely manner

-Ensure customer expectations are managed, and ensure integrity of what is sais and written by the Global Service Desk