The main responsibilities of a OSS TECH 1 include:
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
Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners
Assists Asset Management Team in inventory of IT assets
Performs deployment and movement of IT assets
Performs additional task that may be assigned by the immediate supervisor