- Perform Level 1/2 diagnosis and resolution of incidents / requests raised
- Log and track customer system problems, incidents, issues, requests and queries raised by users
- Ensure all issues are prioritized and resolved within SLA standards
- Perform incident closure, verifying problem resolution with users and documenting resolution procedures
- Handle calls / tickets / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to IT
- Liaise with other support teams as required to resolve requests / issues in a timely manner
- Perform monthly activities as per the standard operating procedures
- Nitec / Diploma in computer engineering or equivalent
- Ability to multi-task, take initiative and work independently with multiple stakeholders
- At least 1 to 3 years of working experience in helpdesk support/call center environment is preferred
- Good working knowledge on service desk ticketing system, telephony system, email, online chat, service support processes
- Good working knowledge on other IT domains, including software, hardware, servers, and network operations
- Must be willing to perform rotating shifts.
Knowledge in these areas:
o MacBook and Windows machine/applications troubleshooting
o ServiceNow and JIRA ticketing systems
o Windows OS 10 and 11
o Microsoft Office and Atlassian applications
o Antivirus / Encryption
o Office365 / Azure AD experience will be beneficial
Applicants with more years of relevant experience may be considered for senior roles
Pls send in your updated resume stating past experiences, reasons for leaving, current and expected salaries to [email protected]
