- 1 Attend to all IT incidents or requests logged by users, including those related to supported inhouse
- applications
- 2 Provide excellent customer service
- 3 Properly diagnose, troubleshoot, and resolve issues.\
- Ensure tickets are properly categorized and documented
- Escalate unresolved issues to relevant next level support team (L2/L3)
- Perform required follow-ups with users and other support teams
- Monitor daily issue trend and proactively alert SD TL/Supervisor of potential critical incidents
- Create and maintain knowledge base articles and SOPs used by the Service Desk team
- Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the
- following:
- OS imaging, deployment, upgrade, and tracking (Windows and Mac)
- Endpoint device management
- Hardware refresh
- Work closely with cross-functional groups including internal stakeholders (Product Managers,
- Engineering, Architects, etc.), and business stakeholders
- Adhere to industry best practices support methodology, techniques, and standards
C. Job Profile
- ReRequired Qualifications
- Degree/Diploma in Computer Science, Information Technology, or related field
- Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support
- Engineer, or other similar roles
- Working knowledge and experience on ITSM ticketing tools (e.g., Cherwell, ServiceNow, etc.)
- Working knowledge and experience on computer hardware, OS, software, and applications both
- in Windows and Mac environment
- Comfortable in supporting users over the phone, onsite, or remotely using remote access tools
- such as Teamviewer
- Possess an ITIL v3 and above Foundation certification is an advantage, but not mandatory
- Experience in providing support for mobile devices (iOS and Android)
- Required Competencies
- Excellent written and verbal communication skills
- Good interpersonal and problem-solving skills
- Able to multi-task and prioritize the tasks accordingly
- Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
- Capacity to learn and adapt to new technologies fast
- Ability to proactively carry out tasks independently or with minimal supervision
