Prudential plc, one of the oldest and most strongly capitalized life insurance companies in the world, has acquired a majority stake in Zenith Life Assurance, giving rise to a new company, Prudential Zenith Life.
Key Responsibilities
- Serve as the first point of contact for customers seeking technical assistance.
- Providing front-line support to end-users and customers via various channels (phone, email, chat, or in-person) to address IT-related issues and requests. This may involve troubleshooting hardware, software, network, and other technology-related problems.
- Receiving, logging, categorizing, prioritizing, and escalating IT incidents re-ported by users. Tracking incidents from initial report to resolution and ensur-ing timely updates to users.
- Managing the IT Service desk Portal, mailbox & Internal IT communications.
- Ensuring that the service desk meets SLA targets for incident response and resolution times.
Qualifications
- B.Sc. / HND in any relevant discipline.
Key Experience
- Minimum of 3 years’ experience in IT service support
Knowledge & Competencies
- Vast and proficient in the use of applicable computer software and Mi-crosoft office suites.
- Knowledge of the ITIL service management framework.
- Excellent customer service skills, including empathy, active listening, and a positive attitude.
- Knowledge and interest in computer systems and the latest technologies.
- Ability to create and maintain knowledge base articles, FAQs, and standard operating procedures to aid in issue resolution and knowledge sharing
- Good communication skills – both written and verbal.
- Possess basic SQL knowledge
- Experience with ticketing systems and remote support tools
Method of Application
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