Job Description

Responsibilities: * Perform Level 1 diagnosis and resolution of incidents / requests raised * Responsible for supporting the IT Help Desk Services organization to ensure services are delivered t Responsibilities: Perform Level 1 diagnosis and resolution of incidents / requests raised Responsible for supporting the IT Help Desk Services organization to ensure services are delivered to meet customer business needs and expectations, within SLA standards Log and Track customer system problems, incidents, issues, requests and queries raised by Users through phone / email while ensuring that all issues are prioritized and resolved within SLA standards Perform incident closure, verifying problem resolution with Users and documenting resolution procedures Handle calls / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to IT/ AV equipment (e.g. know-how for equipment / device / application operation) Liaise with other support teams, or product teams as required to resolve requests / issues in a timely manner Ensure proper documentation, notification, escalation, tracking and follow up of all incidents Help other support team members to resolve urgent / outstanding issues Act as a contact point between Helpdesk Operations and Other teams Provide support to Business Unit across the range of services provided to the Company staff Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact Conduct related duties consistent with the scope and intent of the position Document and report on System, Network and Information Security Issues Escalate issues to relevant teams based on SOP & Escalation matrix Provide Incident Response (IR) support when analysis confirms actionable incident Perform monthly activities as per the SOP Integrate and share information with other analysts and other teams Requirement Tertiary education (Diploma / Degree) in relevant field or equivalent At least 1 to 3 years of working experience in helpdesk support/call centre environment is preferred Good working knowledge on service desk ticketing system, telephony system, email, online chat, service support process, and SLA Good working knowledge on other IT domains, including software, hardware, servers and network operations Prior knowledge of System Administration Windows 10 and Windows Server 2012 / 2016, Microsoft Office 2010, 2013, 365, Antivirus / Encryption, Office365 / Azure AD experience will be beneficial Ability to multi-task, take initiative and work independently with multiple stakeholders A can-do attitude with positive outlook, able to work under pressure Excellent customer service experience in call centre environment or equivalent Strong verbal and written communication skills, interpersonal skills and the ability to build solid business relationships All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits. Kindly email your resume in a detailed Word format to [HIDDEN TEXT]