Job Description:
- 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; and
- Provide Level 1 and Level 2 support for hardware, software, and network issues.
- Administer and manage Active Directory tasks, including user account management, group policies, and security settings.
- Resolve escalated technical issues and serve as the primary point of contact for complex problems.
- Utilize ITIL best practices to standardize processes, including incident, problem, and change management.
- Document and maintain IT processes and workflows to align with ITIL guidelines.
- Drive initiatives to enhance IT service delivery and performance metrics.
- Assign the login ID, mailbox, EVS, VPN account, etc and verification of deployment date as well as working location (such as initiate the necessary incidents/requests/forms to internal and external teams).
- Manage the forms and processes for transferred/resigned staff (such as termination of login ID, mailbox, EVS, VPN account, etc.).
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Requirements:
- Good experience with Active Directory administration.
- Proficiency in helpdesk tools and ticketing systems (e.g., ServiceNow, Zendesk).
- Strong troubleshooting skills for Windows, MacOS, and network environments.
- The Team Lead and Assistant Team Lead of the Service Desk shall have at least 3 years of Service Desk support experience, including a minimum of 1 year in a leadership role.
- Should posses with excellent communications skills, both oral and written, with a good command of the English.
- Minimum qualification of ITE or Diploma in Information Technology or its equivalent.
- ITIL Foundation Certificate, preferred.
- Work hours - Monday to Sunday (8:00am to 7:00pm) excluding Public Holidays.
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