Help Desk Analyst - Part Time (3 Days Per Week)

This is an exceptional Part time opportunity working Tuesday / Wednesday / Thursday for a global leader in communications and managed services.
This role provides technical support and coordinates activities within the Network Operation Center, verifying swift and accurate response to phone calls and emails received, ensuring the repair or escalation of issues as appropriate. Working closely with the NOC Senior Support specialists, this role is responsible for the continued quality of service for the end users infrastructure and Fault Management monitoring.
Your responsibilities include:

• As a first point of contact you will be responding to phone calls and email requests received in the NOC by Incident logging, troubleshooting and restoring service, ensuring that Service Level Agreements are met at all times

• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up

• Work within our ticketing system to create detailed work logs and improve technical documentation as part of our continual improvement process.

• Develop good customer relationships through excellent customer service
  

You will ideally possess:

• Previous Help Desk experience
• IT qualifications
• Strong written and oral communication skills
• ITIL knowledge highly desirable
• Knowledge of networking and radio communications highly desirable

Please apply by upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Tenneille Fowler at tenneille.fowler@davidsonwp.com, quoting reference JN -032024-36343. Want to know more about Davidson? Visit us at www.davidsonwp.com