About the role:
Perform L1 Helpdesk Support work consisting of the following scope of work:
- Monitor/reply email/phone, log tickets and manage L1 helpdesk.
- Perform L1 investigation for problem report and provide resolution.
- Route to L2 or other parties for issues that cannot be resolved by L1.
- Coordinate with L2 and other teams for resolution.
- Prepare and generate reports required for helpdesk reporting (eg. user login, number of tickets log, CVEs, alerts, SR etc).
- Monitor system (batch jobs, server utilization, system alerts etc).
- Support system patches by doing sanity testing after patches.
Your background:
- Strong written and verbal communication skills for email and phone support.
- Experience with ticketing systems for efficient handling of support requests.
- Ability to diagnose and resolve Level 1 technical issues promptly.:
- Skill in escalating complex issues to Level 2 support and collaborating with other teams.
- Proficiency in generating and analyzing helpdesk-related reports.
- Knowledge of system monitoring tools to identify and address potential issues.
- Experience supporting system patching processes and conducting sanity testing.
- Strong customer service orientation and ability to provide user support effectively.
- Ability to adapt to changing priorities and prioritize tasks efficiently.
- Proficiency in documenting support processes and resolutions accurately.
Additional Desired Skills:
- Knowledge of ITIL framework, specific software/systems, or cybersecurity principles.
EA License Number : 11C4879
