The Help Desk Agent is the first point of contact for the users support with desktop, telephony, networking and Business applications. IT Agents are responsible to resolve level 1 IT requests in a timely fashion, and escalate Level 2 and 3 IT requests. Agent will be required to work on staggered shift of (+/- 3 hours) from core local business hours when required by the business.
Key duties and responsibilities
Serve as the single point of contact for end User support
Respond to IT requests from all emails, portal, and telephone within the agreed targets
Track requests in a ticketing system
Escalate tickets to other teams or external IT suppliers
Follow standard operating procedures(SOPs) for incident management;
Provide basic PC installations and configuration tasks;
Provide on site support when required
Experience and skills
2-3 years experience in IT support
IT certification (Comptia, A+, Server +, Network +, MCP in Windows 7/8/10);
Professional Level English
Experience with documentation and improving SOPs and other process documents;
Good customer focus, and excellent time-keeping is a key requirement of the role;
ITIL experience (advantage)
Experience with Office 365
Basic Networking experience (advantage)
Please send CVs to [email protected]
