Open for level 1 and level 2 support
Level 1 budget 3000$
Level 2 budget 3500$
Primary Purpose
This position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.
Responsibilities
· Ability to guide the team and resolve incident escalated by Desktop Support Engineers in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues.
· Performed Desktop Support services to users
· This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
· Perform imaging/re-imaging
· Perform asset inventories
· Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
· Updates Incident records
· Creates and updates work instructions (where necessary)
· Document standards and procedures (where necessary)
Requirement
· Clear Spoken & Written English.
· Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
· Demonstrate knowledge in the support of workstations, and related components
· Good verbal and written communication skills
· Good coordination skills
· Ability to prioritize effectively and work with a sense of urgency
· Effectively communicates with teammates and managers
