Service Desk with Technical Background
1 week ago
DUTIES AND RESPONSIBILITIES:
- Single Point of Contact of users both internal and external.
- Receiving, logging, and managing calls via telephone and email.
- Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
- Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
- Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
- Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
- Prepares reports and assure that information is readily available.
- Other job-related activities that may be assigned from time to time.
JOB SPECIFICATIONS:
- Education – Associates Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
- Related Work Experience – At least 1-year experience in a technical helpdesk role
- Knowledge – Knowledgeable in the following:
-Basic system and network configuration
-Familiarity with the ticketing system.
-Knowledgeable in basic SQL and Unix commands.
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