Provide the first level of end-user support via telephone and chat conversations by diagnosing and resolving VPN, hardware, applications, and operating systems issues.
PRINCIPAL RESPONSIBILITIES :
Ensure customer satisfaction by responding to calls and chats to Service Desk.
Provide technical support to computer end users via the following methods : phone, chat, , or remote access.
Conduct 1st-level problem determination using documented procedures and available tools.
Log, track, and close Incident Tickets and IT Service Requests in Service Now.
Record problem symptoms and status information in a timely manner to escalate and communicate with the appropriate IT staff.
Maintain and enforce company policies and standards regarding use of hardware, software and information resources.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Perform other duties as assigned by management.
QUALIFICATION REQUIREMENTS :
Bachelor’s Degree or equivalent relevant experience desired. (Open for fresh graduates)
Knowledge of Microsoft Office applications.
Knowledge of Windows operating systems.
Experience in intermediate Active Directory user administration and Virtual Private Network set up preferred.
Excellent customer service skills.
investigation and problem-solving skills.
Ability to maintain the highest level of confidentiality.
Excellent interpersonal, written, and oral communication skills.
Ability to in a team fostered environment.
Ability to prioritize and organize in a multi-tasked environment.
Ability to adapt to a flexible schedule.