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who will be responsible for providing on-site technical support, troubleshooting hardware and software issues, and ensuring the smooth operation of IT systems. They assist end-users, install and configure equipment, and collaborate with senior engineers to resolve technical challenges.
This position is ideal for individuals looking to gain hands-on experience in IT support and field service operations.Call Updating – To ensure that all calls are updated daily with meaningful comments and that correct call update templates are used and completed fully on all calls.User Satisfaction – To ensure that the user is satisfied with the service provision.All calls which can be resolved remotely is redirected back to the remote support team.Productive Time – Maintain productivity of >75% Instruments – To ensure that all company equipment are kept in good condition at all times .Work Flows – Adherence to Call Management System/any assisted tool used workflows. Call Ageing – Ensure that no calls have aged past the agreed upon number of days and those which have, are escalated to ensure closure. All calls to be regularly updated correctly with relevant details. Problem-Solving – To listen and probe user problems, to accurately interpret cause and to resolve problem by following correct technical routinesHR Policies and Procedures – To ensure that all HR Policies and Procedures as well as BU Specific procedures are adhered to, e.g. house rules, timekeeping, housekeeping and dress code, etc. Faulty Hardware – To ensure that all faulty parts are replaced and that parts removed are returned to stores. Dockets/Job Cards – To ensure that all dockets/job cards are updated correctly with relevant details, within deadline provided. Documentation – To ensure that all forms required for processing are submitted on time – Expense claims/Leave/Standby/all other documentation. All travel claim information to correspond with calls assigned to individual in Call Management System.If the daily grind makes you wonder if there’s more to life than work, get ready to discover a professional journey that embraces excellence without compromise. You’ve arrived at iOCO Infrastructure Services , where we are all about delivering outstanding client experiences through sustainable, innovative IT infrastructure solutions that tackle business challenges head-on. Here you get to partner with clients, helping them conquer their business Goliaths while they focus on scaling their empires. At our core, we’re challengers, disruptors, and innovators. We’re a community of skilled professionals with an ambitious spirit dedicated to providing for our clients while finding joy in the process. Our clients are at the heart of everything we do. Their satisfaction fuels our fire and propels us forward. We’re talking about brainstorming sessions that sound like TED talks and spontaneous celebrations for achievements, big and small.
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