Key Responsibilities:
- Monitor mailbox for incoming support requests and inquiries.
- Perform simple triage of support tickets, categorizing and prioritizing them based on urgency and impact.
- Perform verification checks after deployment of fixes or updates to ensure successful resolution of reported issues.
- Monitor and observe system alerts or out of the normal system behaviours.
- Perform consolidation of records for reporting for monitoring, analytics or audit purposes.
- Manage the life cycle of incident tickets from creation, update, escalation to closure.
- Required Skills and Qualifications:
- Proven experience in a helpdesk or technical support role.
- Strong communication skills and ability to interact effectively with both technical and non-technical users.
- Familiarity with helpdesk software and ticketing systems.
- Basic understanding of IT infrastructure and troubleshooting techniques.
- Possess a Diploma or Degree preferably in Engineering or Information Technology.
- Reporting Structure: The Helpdesk Support Specialist will work closely with the development and report to Production Support Manager.
Requirements
- A diploma in computer science, IT, or other relevant fields
- At least 2 years of IT industry experience and technical support / helpdesk experience
- Knowledge of MS Operating Systems (Win10, Server 2016/2019, IIS)
- Knowledge in web technologies (e.g. HTML/CSS, XSL/XML etc.)
- Experience in using content management system
- Knowledge of Library Management System software and Ms Sql will be an advantage
- Understanding or experience in Library operations will be an advantage
- Excellent written and verbal communication skills
- Excellent time management skills and self-motivation
- Ability to work as part of a team and independently
