Responsibilities:
- Standardize and develop necessary guidance, process and procedures to continuously improve incidents management, escalation and system monitoring.
- Responsible in tracking all incidents and service request /change requests logged by users in line with the agreed SLAs
- Providing level 1 technical support and helpdesk email enquiries to external users and proactively identify and manage potential problems and address enquiries to meet client satisfactions.
- Be an escalation point for all the requests and issue resolution
- Establish ITIL best practices through the entire service desk support processes.
- Work effectively and closely with Ops-Leads and Service Delivery Manager and carry out ad hoc IT operation assignments and tasks arise from projects or day-to-day operation.
Requirements:
- Familiar with MS365 esp. Word, Excel and Outlook
- Service oriented personnel that can handle high-pressure environment
