INT-0E5B427 | EXECUTIVE ASSISTANT

Functional overview

OSS Tech 1 is responsible for providing technical assistance to all end-users and IT infrastructure support. His/her main responsibility is to ensure all IT related issues or requests are being facilitated.

Duties and responsibilities

• Provides first-line investigation and diagnosis  
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines  
• Escalates unresolved incidents/service requests within agreed timescales  
• Logs relevant incident/service request details per help desk procedures  

• Communicates with client regarding incident progress  
• Ensures tickets are always updated until issues are resolved  
• Conducts hardware and software maintenance and support  
• Performs IMAC (Install, Move, Add and Change)  
• Local network support and/or assists centralized Network team