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