IT Helpdesk

Job Responsibilities

• Act as single point of contact for users for all IT Incidents and Service Request.
• Dealing with incoming incidents in a professional, courteous manner over the phone and via email.
• Taking ownership of incidents and managing them in a logical and methodical manner.
• Correctly logging incident and service request, categorizing, prioritizing, and correct group / assignee in line with team procedures.
• Provide Level 1 support on desktops and standard applications.
• Log, track, follow up, update and monitor issues logged into SDP (ticketing system).
• Conducting full and thorough diagnostics with the end-users to for first call resolution.
• Ensuring all tickets are progressed and resolved within SLA – escalating to other internal and external teams as appropriate.
• Managing incidents through entire lifecycle from single point of contact until resolved.
• Proactively keeping the end-users informed of the progression update.
• Diagnosing and resolving incidents to the end-users satisfaction.
• Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution.
• To ensure all Incidents and Service Request raised via email are attended within 2 hours and calls within 15 minutes.
• Trigger Incident Management Procedure as and when required.
• Escalate the issues to other hardware / software vendors, if the issues are not supported by.
• Liaising with authorized service provider on replacing faulty parts that are within warranty period.

Job Requirement