Responsibilities:
- Provide support to Business Unit across the range of services provided to the company staff;
- Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time);
- Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards;
- Perform incident closure, verifying problem resolution with users and documenting resolution procedures;
- Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner;
- Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier);
- Support VOIP, conferencing and mobile service request;
- Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact.
Requirements:
- Tertiary education (Diploma / Degree) in relevant field or equivalent;
- At least 1 to 3 years of working experience in helpdesk support/call centre environment is preferred;
- Good working knowledge on service desk ticketing system (ServiceNow), IP telephony system, email, online chat, service support process, and SLA;
- Good working knowledge on other IT domains, including software, hardware (EUC Endpoints/Printers), servers and network operations;
- Prior knowledge of System Administration Windows 10 and Windows Server 2012 / 2016, Microsoft Office 2013, Microsoft Intune, MDM, Okta (SSO), Sharepoint, Antivirus / Encryption, Office365 / Azure AD, AIX experience will be beneficial;
- Ability to multi-task, take initiative and work independently with multiple stakeholders;
- A can-do attitude with positive outlook, able to work under pressure.
