Here is the latest job vacancy at AT Ghana.
The successful candidate will join our team as a Service Desk Engineer in the IT Department. (S)He will report to the Business Support Lead and will assist in the delivery of fast and useful first-line technical assistance on all AT applications and service desk tools. Also, communicate effectively with all stakeholders during incident management by understanding the problem and explaining its solution.
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Key Responsibilities
- Dealing with incoming faults in a professional, courteous manner over the phone and via email
- Taking ownership of faults and managing them in a logical and methodical manner
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
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- Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
- Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
- Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Diagnosing and resolving problems to the customer’s satisfaction
- Maintain and develop own knowledge and skills to assist with first-time fault resolution.
- Identify and escalate repeat issues or service risks into service management teams.
- Sharing knowledge with team colleagues
- Manage several scheduled tasks for customers, designed to ensure that the customers system.
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Required Qualification and Experience
- Experience in same or similar position.
- ITIL certification is an advantage.
- Bachelor’s degree in computer science engineering (or related technical discipline)
- 2-4 years of relevant experience in end-user support technical customer support with a strong customer interaction experience
- Good debugging skills
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CORE COMPETENCIES:
- Passion to be a part of a hardworking and winning team.
- Willing to work in a 24×7 environment and provide weekend coverage.
- Ability to multitask in a fast-paced environment.
- Excellent ability to learn and articulate software-related and technical concepts.
- Strong active listening skills and excellent written and oral communications skills
- Excellent Customer Service Orientation
- Strong attention to detail when communicating with customers (verbal & written)
- Ability to empathize with customers and convey confidence.
- Strong documentation skills
- Working knowledge of SQL, Java related technologies
- Familiar with working on Windows 2003/Windows 2008, or Linux-based distributions (preferably within a hosting environment)
- A keen interest in networking and WAN technology
- Must be able to demonstrate a customer-first approach to support.
- The ability to liaise and communicate confidently and professionally with customer representatives at all levels.
- Natural aptitude for troubleshooting & problem-solving.
- Have solid experience in a helpdesk or technical support environment.
- Highly organized and able to work on own initiative to complete the range of tasks required.
- Flexible and willing to work outside core business hours as required.
- Must also be customer-oriented and patient to deal with difficult users.
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Ready to be part of our dynamic and innovative team? At AT, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.
How To Apply: Latest Job Vacancy at AT Ghana
Interested and qualified applicants should send their Applications & Curriculum Vitae to: Recruitment@at.com.gh
Kindly indicate the role you are applying for in the email subject.
Closing Date for Application: 8th November 2023
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