Responsibilities:Provide support to Business Unit across the range of services provided to the company staff;Responsible for supporting the IT help de.....
Responsibilities:
Provide support to Business Unit across the range of services provided to the company staff;
Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time);
Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards;
Perform incident closure, verifying problem resolution with users and documenting resolution procedures;
Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner;
Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier);
Support VOIP, conferencing and mobile service request;
Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact.
Requirements:
Tertiary education (Diploma / Degree) in relevant field or equivalent;
At least 5 years of working experience in helpdesk support/call centre environment is preferred;
Good working knowledge on service desk ticketing system (ServiceNow), IP telephony system, email, online chat, service support process, and SLA;
Good working knowledge on other IT domains, including software, hardware (EUC Endpoints/Printers), servers and network operations;
Prior knowledge of System Administration Windows 10 and Windows Server 2012 / 2016, Microsoft Office 2013, Microsoft Intune, MDM, Okta (SSO), Sharepoint, Antivirus / Encryption, Office365 / Azure AD, AIX experience will be beneficial;
Ability to multi-task, take initiative and work independently with multiple stakeholders;
A can-do attitude with positive outlook, able to work under pressure.
