IT Helpdesk

OBJECTIVES
- Responsible for organizing and managing the development process of the network system.
FUNCTIONS & DUTIES
- Supporting organization events be they internal or external, subject to business requirements.
- Support and problem- solving in a standardized workstation environment.
- Incidents and service request which requires maintenance of printers or peripheral devices will be directed to the device maintenance party according to the contract the device is tied to.
- First point of contact for all employees in the company. Other issues involving network, server, or telephony services should be escalated to Levels 2 & 3 using the tools which will be provided by the company.
- On- site support solves problems regarding the workstation network issues and cross- connections as part of standard service. The initial troubleshooting needs to be performed to evaluate the extent of the situation and escalate to the network team providing all the relevant information.
- To support projects requirement and deliverables when needed.
- On- site support solves problems related to peripheral printers, network printers, and other common peripheral devices.
- Maintaining compliance with all company policies and procedures.
- Logging and processing request/escalation tickets using the ticketing system provided by the company.
- After business hours on- duty support on an ad- hoc basis subject to business requirements.

REQUIREMENTS & QUALIFICATION
- Ability to work with stakeholders at all levels, from both IT and business, to investigate underlining issues of operational problems and seek effective business solutions through improvement in information systems, data management, processes, and organization. (Tier 2 & 3).
- Age: 25 – 35 years old.
- Good understanding of computer systems, mobile devices, and other technology in the market.
- Excellent problem- solving, analytical, and communication skills with the ability to absorb technical concepts and effectively communicate them to a non- technical audience.
- Certification in Project management or equivalent is an advantage.
- Ability to work independently or as an active member of a team.
- Able to understand the IT management policy and quality management policy to ensure processes and procedures are designed to comply with these policies and guidelines. (Tier 2 & 3).
- Proven experience as a help desk technician or other customer support role with determination in providing the best solutions based on the issue detailed by the customer and regular status follow- up to the customer within stipulated SLA.
- Demonstrated ability to multitask and prioritize in a fast- paced environment.
- Certification in ITIL Foundation or equivalent is an advantage.
- Working effectively with a global workforce and can adapt to local operating models and culture.
- Experience: At least 1 year of experience.

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Cập nhật gần nhất lúc: 2024-10-14 11:35:03