IT Helpdesk

Handling and solution of IT hardware and software related problems: respond or solve IT hardware and software problems and act as the first point of contact, and assign to second-line or level 2 support if issues cannot be solved, and provide follow-up feedback to ensure a closed loop.

Provide support, troubleshooting and resolution to technical issues on hardware, software, and network report by end users via phone, chat, remote and email support.

Manage and follow-up on the entire lifecycle of the incident, from creation of incident to closure.
Manage and follow-up on the entire lifecycle of the Service Request, from assessment to closure.
Represent users by managing escalations, and tracking tickets logged.
Ensure escalation situations are managed and corrected quickly and professionally.
Perform ad-hoc and administration tasks when necessary, such as updating inventory, client database and gathering information.

Responsible for knowledge summary and documentation:

The service desk staff should summarize the knowledge of daily service requests, record the valuable information, and submit it to the knowledge base administrator.

Diagnosing and resolving technology issues by following procedures.
Ensure all incidents and problems are logged in the Service Desk ticketing system and resolved within agreed SLAs.
Keeps equipment operational by following established procedures and reporting.
Accounts needs 24/7 support, therefore leaving the workstation without notification and/or proper endorsement is prohibited.
Maintain a high level of program and service knowledge to provide the best value-based technical solution to the customer.
Take full responsibility and the required action for the assigned tasks. Meet and adhere to attendance requirements based on Service Level AgreementMeet and exceeds KPI targets set by the client.
Responsible for maintaining an acceptable level of customer satisfaction and effective professional working relationship with supervisors and co-workers.

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