Job Description

Responsibilities:

• Deliver first-level incidents and service requests support in end-user computing and application support for users.

• Work closely with peers from IT Operations, ICT, and/or vendors to troubleshoot and resolve issues about end-user computing and application support.

• Escalate issues when necessary and work closely with other functional teams in IT Operations, ICT, and/or vendors to troubleshoot and resolve issues as per Service Level Agreements.

• Able to work on a 24/7 shift rotation.

• Other duties as assigned by the Service Desk Manager.

• Respond to questions from the ticketing system, emails, and callers.

• Become familiar with each client and their respective applications.

• Learn fundamental operations of commonly used software, hardware, and other equipment.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

Desired Skills & Experience

• The candidate must possess at least a Diploma, Advanced/higher/Graduate Diploma, Computer Science/Information Technology, or equivalent.

• At least 1-2 year(s) of working experience in end-user computing and applications supporting a 24/7 Service Desk environment.

• ITIL V3 Foundations is preferable.

• High sense of urgency and motivation to succeed, and attention to detail.