SERVICE DESK 1

Functional Overview:

Service Desk 1 main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

Duties and Responsibilities:

• Answers phone calls and responds to moderately complex customer inquiries
• Log, Acknowledge, Categorize and Prioritize all issues or request tickets
• Assign tickets and inform the appropriate group for further troubleshooting
• Check emails regularly and make follow up of tickets beyond SLA
• Provide the user with the status updates as defined in SLA
• Diagnose and resolve hardware and software problems
• Provide technical assistance to all end-users both internal and external clients
• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
• Perform additional task that may be assigned by the immediate supervisor

Minimum Competencies:

• Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner
• Ability to communicate effectively with all levels of staff: verbal, written and listening
• Must be punctual, detail-oriented and self -reliant

Minimum Qualifications:

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent
• 1 Year minimum experience in IT service desk and/or technical support position
• Customer Service oriented, resourceful and self-motivated
• Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications
• Excellent in English communication skills both verbal and written
• Strong analytical and problem resolution skills
• Able to manage tasks with minimum supervision
• Willing to work on shifting schedule, Holiday, weekends and Night shift
• Experience and knowledgeable in Active Directory and ticketing System is a plus