Requirement
To provide accessible, timely, effective, efficient and professional quality service to resolve problems and to achieve customer’ expectation.
Polite and professional in handling all calls, email queries and requests.
Log all reported incidents using the incident ticketing tool.
Provide first level support to troubleshoot and resolve technical issues.
Accurate assessment / resolution of problems.
Regular updates for follow up actions & incident status.
Escalate of incidents to appropriate second level support in accordance to escalation matrix as per work instructions.
Shift works and weekend duty required
Diploma and Degree in Information Technology or minimum 1 year IT Desktop support experience serving government agencies preferred. Strong computer skills and the ability to trouble shoot and diagnose the root cause for first line resolution or further escalation to the correct support team for resolution within the stipulated SLA.
