ICT Support Team Lead

To provide first line support via the MCME ICT service desk or onsite at business unit level to resolve ICT technical problems for users and assign ICT tasks to the team to ensure appropriate distribution of workload KEY RESPONSIBILITY AREASIdentify and classify requests through diagnostic techniques and pertinent questions (Cherwell)Determine the best solution based on the issue and details provided by customers Direct unresolved issues to the next level of support personnel Maintain service records and their resolution in the IT Service Management tool Lead complicated technical issue resolution and participate and contribute towards small projects REQUIRED EDUCATIONBachelor Degree in Computer Science or ICT equivalent degree from an accredited institution Certification in ITIL v3 Foundations REQUIRED EXPERIENCEAt least 3 years’ experience in an ICT support service environment REQUIRED JOB SKILLS AND KNOWLEDGEFirst line hardware and software technical problem solving skills ITIL Service Management based skillset for Incident, Change, Problem and Request management Customer relationship management Verbal and written communication skills in English #J-18808-Ljbffr