Job Description :
Roles and Responsibilities :
Process work order and incident requests
Act as an IT liaison to improve communication and customer satisfaction
Respond to and perform second level troubleshooting, as necessary, of technical issues via
phone, email or remote take-over
Follow standard Service Desk procedures like ticket logging, administering Service Desk software
Escalate or redirect problems or requests to appropriate support groups.
Handle and escalate high-severity tickets
Document actions taken and resolution steps to keep users updated of the progress of the ticket
Track incident and work order request tickets until closure.
Research and investigate on new or unfamiliar issues that may arise while utilizing available tools
Coordinate with other support groups or vendor service providers to keep Service Level
Agreement at satisfactory level.
Participate in and support new project initiatives or roles
Stay current with system information, changes and updates
Maintain IT Service desk standards and key metrics
Education and Experience
At least two years of relevant IT and call center / helpdesk operations work experience.
Proficient in hardware, software, networking and VPN troubleshooting
Knowledge of relevant call ticket tracking applications
Sound knowledge and experience of customer service practices
Excellent oral and written English communication skills
Strong inclination to learning and on-boarding new projects or initiatives
Strong customer service orientation
Quick adaptability and flexibility
Amenable to rotating work schedule including night shift, extended work hours, holiday and / or
Good planning and organizing skills
Strong stress tolerance
Works with minimal supervision
Keen problem analysis and problem-solving skills
Good multi-tasking skills