IT Service Desk - Associate

Key Responsibilities:
- First Point of Contact: Serve as the initial point of contact for end- users seeking technical assistance.
Issue Resolution: Diagnose and resolve technical hardware and software issues or escalate complex problems to the appropriate teams.
- End- User Communication: Keep end- users informed of the status and progress of their service requests.
- User Training: Offer guidance and training to end- users to help them effectively utilize technology resources.
- Ticket Management: Manage service requests, incidents, and problems in a timely and efficient manner, adhering to defined service level agreements (SLAs).
- Documentation: Create and maintain detailed records of incidents, service requests, and resolutions within the ticketing system.
Technical Knowledge: Stay up- to- date with technological advancements, best practices, and the organization&039;s technology solutions.
- Team Collaboration: Collaborate with Level 2 support teams to resolve more complex technical issues.
Adherence to Policies: Follow established IT policies, procedures, and standards.

Work experience:
- Able to work under pressure.
- Familiarity with the ServiceNow platform will be an added advantage.
- Effective cross- functional IT skills and experience working collaboratively with global teams (e.g. service delivery, product engineering).
- Ability to clearly and effectively communicate in English (both oral and written).
- A team player with excellent interpersonal skills.
- Analytical, results- oriented and ability to work in a dynamic working environment.
- 1- 3 years experience working in an application support team in a managed service and/or IT service desk environment.
Education:
- TOEIC, IELTS or other certification
- Bachelor degree in Information Technology/Computer Science from a recognised university.
- ITIL foundation, MCSA, CCNA, Data, Python, ML, Automation- Robotics will be an added advantage.

Laptop, professional training international environment
13th month salary and bonus

Cập nhật gần nhất lúc: 2023-12-12 19:20:25