Kerja Sepenuh Masa, Information Technology Help Desk di Devloit Federal Territory - Maukerja

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists

Responsibilities

• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Accept and respond to all IT related incidents and requests.
• Ensure that the classification of the incidents and requests are accurate and track until resolution/fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
• End user will be informed of the estimated time whereby his/her ticket will be attended to.
• Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.
• Able to respond to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Able to work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
• Updates customer on ticket status/resolution in accordance with Priority metrics.
• Ensure that incidents and requests are dealt with accordance to customer and priority needs.
• Escalate tickets as required.
• Abide by the IT service processes; procedures and work instructions set by the company including Code of Conduct and Core Values.
• Actively participates in team goals and objectives as per Service Desk KPI metrics & Ensuring the Service Desk KPI metrics are met.
• Required to perform Over Time duties when needed.
• Able to work on shift, weekend, and public holidays.

Qualifications

• At least 6 months to 1 year of Experience inti IT Support
• Bachelors Degree Required