Responsibilities
• Log all incidents/requests, and issue ticket number to the customer/requester.
• Perform first-level incident isolation, troubleshooting, bypass, recovery and resolution.
• Assist caller by providing usage support for software/applications.
• Maintain and build up FAQs (frequently asked questions) relating to these software/applications.
• Escalate incidents/requests not resolved by the Service Desk to the appropriate teams.
• Track/monitor the status of the incidents/requests and follow-up with respective teams.
• Provide update to the customer/requester on the status of the incidents/requests.
• Submit application requests on behalf of users based on approved status in the ITSM system.
• Track and monitor the status of applications to ensure that the third-party suppliers provision the accounts
• Generating listings of all accounts and access rights of each user by department.
• Coordinating across teams to send listing to the system/user owners.
• Preparing reports on the types of activities made on accounts such as termination of accounts, modification of access rights and its corresponding reasons.
Requirements
• At least a diploma in IT or equivalent.
• Minimum of 2 years’ Service Desk support experience with desktop skills/knowledge in Microsoft Windows, Microsoft Office, Microsoft Outlook.
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