Job Roles
The ideal candidate is someone with strong customer service and troubleshooting skills to resolve all technical issues for our clients. The Service Desk Support Specialist typically revolves around providing IT support and assistance to end-users. The primary objective is to ensure that IT services and systems run smoothly and that end-users can effectively perform their tasks. Day to day responsibilities consist of: Installing, testing, maintaining and troubleshooting end user workstations and interrelated hardware and software, Active Directory user management, troubleshooting of mobile devices, escalating issues accordingly, and maintaining communication with customers and technical teams.
Job Descriptions
· Provide first level client support.
· Respond to and resolve end-user requests and issues related to hardware, software, applications, and IT services. This includes troubleshooting technical problems, answering queries, and providing guidance.
· Receive, document, and categorise IT incidents reported by end-users. Follow predefined procedures to resolve incidents, ensuring minimal disruption to business operations.
· Process and fulfil service requests submitted by users. This may involve provisioning new accounts, resetting passwords, or providing access to specific resources.
· Provide remote assistance to users through phone calls, emails, chat, or remote desktop control tools. Guide users through technical troubleshooting steps when necessary.
· Use a ticketing system to log, track, and manage incidents and service requests. Ensure accurate and timely updates on the status of tickets and prioritise them based on urgency and impact.
· Maintain clear and effective communication with end-users, keeping them informed about the progress of their requests and providing estimated resolution times.
· Contribute to and utilise a knowledge base that contains solutions to common issues and frequently asked questions. Use this resource to resolve issues efficiently.
· Maintain accurate records and documentation of incidents, service requests, and resolutions. This documentation is essential for future reference and analysis.
· Escalate complex or unresolved issues to higher-level support teams or specialists. Ensure that escalated issues are well-documented and communicated to the relevant teams.
· Provide basic IT training and guidance to end-users to help them become more self-sufficient and informed about IT best practices.
· Monitor IT systems and services for potential issues or outages. Respond to alerts promptly and initiate incident management procedures as needed.
· Identify trends in reported issues and provide feedback to higher-level IT teams for system improvements or updates. Participate in process improvement initiatives to enhance service delivery.
· Promote and enforce IT security policies and practices among end-users to mitigate security risks and threats.
· Ensure that IT support activities adhere to relevant compliance standards, such as data privacy regulations and industry-specific requirements.
· Generate reports on incident and service request metrics, including response times, resolution times, and user satisfaction. Use this data to assess and improve Service Desk performance.
· Familiar in supporting Microsoft Windows and Apple MAC environments, including the windows stack, Active Directory, Exchange in-house and hosted e-mail systems.
Requirements:
· Background in computer science, information technology or a similar discipline.
· Experience working with customers, ideally online and in person.
· Previous success in a technical support position.
· Understanding of software maintenance and best practices.
· Ability to break down complex topics for different audiences.
· Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills.
· Detail oriented and strong problem-solving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities.
· Take initiative, and response to time-sensitive situations are essential, along with discretion and good sense in dealing with clients.
· Experience in handling education sector users will be a big advantage.
Personality Traits
· Good communication skills.
· Fluent written and spoken English and Chinese.
Competencies
· Familiarity with ITIL practices and IT service management concepts is a plus.
· Relevant certifications in IT support or related fields will be advantageous.
Certifications
· 2+ years of experience in Microsoft Windows, iOS desktop level 1 support.
· 2+ years of providing support as a Level 1- Help Desk, Technical Remote Support/ Server, Desktop Support or Systems Administrator providing End User Support and Customer Service.
