Job Description

Responsibilities

• Respond to incidents or requests for help, via the phone, email and web
• Diagnose and resolve technical hardware and software issues via call or remote tools.
• Opens, tracks, and closes trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
• Ensure tickets managed within KPI measurements and standards.
• Identify and escalate incidents and problems requiring urgent attention
• Escalate incidents and problems to the appropriate group
• Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
• Follow the Service Desk Standard Operating Procedure (SOP)
• Performs other related duties as assigned to ensure effective operation of department.

Requirements

• Diploma or Degree in IT with preferably at least 1-year service desk experience.
• Experience troubleshooting and supporting the following technologies in a professional environment - Email, Microsoft 365, VPN (preferably Cisco AnyConnect), Active Directory, Basic Network / Internet Connectivity (basic command lines, check for IP)
• Knowledge of Windows and Mac Operating Systems
• Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
• Experienced in using ITSM ticketing tools.
• Knowledge in ITIL Standard.
• Proficient in usage of ServiceNow Ticketing system
• Experience in Microsoft 365 administration
• Technical certifications, Cloud Foundation, Microsoft, Network, etc.
• MS scripting or programming knowledge.
• Good oral and written communication skills
• Good customer service skills
• Excellent problem-solving skills
• Ability to multi-task
• Teamwork

Shortlisted candidate will be offered a 1 Year Agency contract employment.

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