Provide IT Service Desk support, Operate in rotational shifts to provide 24×7 coverage
Document all reported incidents and service requests in ticketing system
Acknowledge and assign reported incidents/service request within response SLA target
Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions to ensure SLAs are met
Maintain ownership of cases and follow-up on reported until closure, gather accurate and complete relevant information and record in ticketing system
Coordinate with OEMs/Vendors / resolution teams
Manage customer expectations and notify Shift leader/Team Lead in the event of unusual surge in calls of a specific nature, impact on customer business and SLA
Be the first point of contact for all the changes, major incidents and update regularly to all stockholders
Generate operational and daily status reports
Identify and suggest possible improvements
About you
Bachelor’s or Master’s degree ( IT/Computer Science)
1–3 years Service Desk / IT support experience
Knowledge of IT hardware and Software troubleshooting
Good understanding of ITIL process ( incident/problem/change/asset management)
Experience of creating status reports
Experience working with some or all technologies below:
Windows Server
Linux
Windows workstation
Active Directory
Azure/AWS
Patching
Antivirus
Excellent communication skills (Strong Verbal and Written Skills)
Ability to diagnose and resolve basic technical issues
Excellent in creating reports and documentations
ITIL Foundation Certified
Additional information
Education, qualifications, and certifications :
BE /B.Sc/ Diploma in Electronics/Comp/IT/Telecom .
MCSE / MCSA / MCP certification for Windows 2008 /2012
Certified ITILv3 Foundation – Preferred
Experience in Server Administration
Department
Sales & Marketing Asia Pacific
Contract
Regular
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