Service Desk Staff

Position Overview

• To act as the initial point of contact for all IT Support Services.
• To provide Level 1 technical support for all application and systems related incidents in accordance to their SLA.
• To escalate incidents and requests to other 2nd / 3rd Level support teams both internally within the Service Desk Team and externally to 3rd party suppliers in a timely manner.

Key Responsibilities & Accountabilities

• Provides an expert Level 1 support enabling the Service Desk to be the primary contact point for all application and IT related issues.
• Monitor the Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner. Ensuring all tickets that are not within the scope of support of the team are assigned to the proper support group.
• Perform various admin duties such as the user account administration for various applications used by the client.
• Using approved remote access tools to detect, diagnose and where possible resolve Level 1 incidents and service requests submitted by the client.
• Participate in a weekly Ticket Prioritization and Escalation Meeting to escalate and discuss any difficult support situations and come up with strategies to resolve escalated issues.
• Ensure that all customer requests are recorded accurately and with a high level of detail using the Manage Engine - Service Desk Plus call logging software. All actions undertaken to resolve or escalate these requests will also be recorded accordingly.
• At all times, deal with customers and colleagues in a courteous, friendly and professional manner.
• For all requests that cannot be resolved, provides an effective interface between customers and 2nd / 3rd Level resolving teams or between customers and vendor support team.
• Writes and Updates Knowledge Base for documenting how to handle support tasks for incidents or service requests.
• Perform Daily System Check for various applications used by the client to prevent unexpected issues from occurring.
• Providing further assistance to requester with non-satisfactory rating/experience for final closure of ticket.
• Perform UAT for Swireship and other Business Applications after the monthly Server Patching/IT System Maintenance.

Qualifications

• BS degree in Engineering, Computer Science or other IT related course.

Experience

• Fresh Graduate of BS Computer Science or other IT related course may apply
• Previous experience of working in a Service / Help Desk environment is an advantage

Key Knowledge Areas

• Basic Computer Networking, Computer Hardware Setup, Software Installation, and Computer and Network Troubleshooting skills
• Knowledge in Basic Database concepts and Basic SQL is a plus but not required.
• Experience with MS Office 365 troubleshooting, O365 Admin Center administration, Active Directory administration, Remote Connectivity Tools, Service Desk Ticketing System, Power Shell programming and different versions of Operating Systems is an advantage.
• Must be customer focused, with excellent English communication skills and can confidently communicate with different levels of users in the organization.
• Must be motivated to learn, willing to be trained and can keep abreast of new IT innovations.

Skills & Competencies

• Goals and results oriented
• Pro-active and creative
• Ability to work calmly under pressure and maintain logical processes
• Demonstrable organizational skills and attention to detail
• Ability to take the initiative, identify and resolve problems creatively
• Ability and willingness to learn new technologies
• Excellent interpersonal and communication skills, both written and verbal
• Ability to liaise with 3rd party technical support services
• Ability to work alone or as part of a team as appropriate
• Ability to investigate, gather and present facts, and escalate issues/concerns as needed.

Job Types: Full-time, Permanent

Benefits:

• On-site parking
• Paid training
• Transportation service provided
• Work from home

Application Question(s):

• What is your expected Salary?
• What is your current salary?
• How soon can you start or notice period if any?

Education:

• Bachelor's (Required)

Experience:

• Helpdesk related: 2 years (Required)

Work Location: Remote