IT Help Desk

Job Description

Key Responsibilities : Provide 24/7 first level of support for all IT-related issues Monitor and manage phone, email, chat and ticket queue Receive, log, validate and diagnose issues/requests – on the full range of products and services offered, applying agreed SLAs leveraging standard tools, platforms, and processes Escalate tickets that cannot be resolved to appropriate support functions following agreed SLAs Manage communication with users and stakeholders – keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. Assist with incident management, focused on establishing immediate communication between Incident Manager and end-users in gathering relevant details Document new processes into knowledge base articles Other duties as needed or required Required Qualifications : Fresh graduates are welcome to apply however we prefer at least 1 year of Helpdesk and/or call center experience Confident in English writing and oral communication skills to all audiences Extremely organized and has an excellent ability to communicate and solve problems Ability to work in a fast-paced environment with dynamic priority evolution Excellent customer service with a strong sense of urgency Has a can-do attitude and strong attention to detail Willing to work on a rotational shifting schedule Skilled in utilizing ITSM ticketing systems and Network Management Tools is a plus Show more Show less