Skills

Additional Skills

Industry

Employment History

ITIL service management

Help Desk

Business Process & Operations Improvement Analyst , IT Infrastructure and development / ITIL looking to contribute with expertise in Incident, Change and Service Level Management using ITIL best practices for maximizing operational efficiency of the organization

First point of contact for customer calls/emails

Responsible for service activations and deactivations for all Mobile Phones and Data SIM Cards

Single Point of Contact for the Customer portal access provider

Answer/schedule service requests via phone, email, service desk platform and customer portal

Responsible for processing transfer of ownership requests from Personal to Business and Business to personal.

Resolving level 1 & 2 incidents/service requests

1st / 2nd level investigation, diagnosis, resolution and recovery

Provide End User’s with a high level of Customer Service throughout all communications such as initial contact

Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate

Escalation and management of Incidents referred to 3rd party service providers