Social network you want to login/join with: • Logging service calls and emails in the customer CRM system; • Analyzing and dispatching incidents on supported services according to established operational procedures; • Escalating user and support service requests when necessary to ensure timely resolution, identifying and employing measures to prevent recurrence of incidents; • Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow, procedures and operating level agreements • Assisting in providing training for partner-supported applications; • Producing Technical Documentation or User Manuals as required; • In case of emergencies, providing support (either on-site or remotely using VPN connectivity) outside normal working hours; • Providing standby and on-call support, and working in shifts as part of an extended service coverage scheme, if and when required; • Performing other duties as required Required Technical Skills: The resource MUST have the following skills and experience: • Graduation from secondary school supplemented by training in IT, preferably with diploma. • Expert knowledge of English is required (written and verbal) The resource SHOULD have the following skills and experience: • Good knowledge, at a level of providing tier 1 support to users, on least one of the following: MS SQL Server, SAP ERP. • Good knowledge, at a level of providing tier 1 support to users, on at least one of the following: O365 package, basic network troubleshooting. • Knowledge of incident and request fulfilment tracking software. • Excellent telephone manners, good interpersonal skills and ability to work under pressure and with minimum supervision. • Understanding of Local and Wide Area Network concepts. Desirable certifications: • Knowledge of IPSAS desirable. • ITIL Certification (Important & very desirable skill however not compulsory) J-18808-Ljbffr