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MEETING HOURS

Mondays - Fridays 9:00AM - 4:00PM

DC First Line Support

Roles and Responsibility

Operational

  • Provide general first level technical support to end users organisation-wide.
  • Support the Service desk and respond to all assigned helpdesk calls. 
  • Assist in maintaining issues/request log. Ensure accurate and prompt logging of all requests/ issues unto the central database.
  • Assist in providing first-level support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
  • Escalate to the Network and Infrastructure Support team, all LAN/WAN/Server downtimes and hardware operational issues e.g. network connectivity, printing errors, drive failure, etc.
  • Escalate all enterprise solutions-related issues to the Enterprise Solutions Support.
  • Provide first-level instructions on software installation and configuration e.g. client applications, anti-virus utilities, printer drivers, etc.
  • Provide continuous user application and system support to the call centre and other relevant IT units.
  • Communicate resolution of faults to end-users/ request initiators.
  • Assist in developing programmes for training end users on self-help tips and office application usage.
  • Implement/comply with pre-defined L1 service management policies and procedures.
  • Assist in administering internal customer satisfaction surveys to obtain feedback on Service efficiency (where necessary).
  • Liaise with relevant unit/ team/function in carrying out all relevant activities.
  • Attend team/divisional/departmental meetings as required.
  • Provide guidance and manage the performance of subordinates (where applicable).
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Service Desk.

Educational background

  • First degree or equivalent in a relevant discipline.
  • Minimum of two (2) years relevant work experience.

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