JOB SUMMARY
The candidate will be responsible for troubleshooting Desktop & IT-related issues and providing post-sales Maintenance support services to clients.
RESPONSIBILITIES:
- Support on-site and remote end-users to resolve IT-related issues (hardware/software/network) on their notebooks/desktops and related peripherals.
- Perform installations, migrations and troubleshooting on systems.
- Resolve issues that occur outside work hours whenever needed.
- Take ownership of technical issues and working with the team to resolve more advanced issues when necessary (1st level support).
- Participate in the service ticket system and task assignment and scheduling processes.
- Ability to adhere to SOPs to carry out duties and escalation of issue to Level 2/3 support.
- Provide in-house helpdesk support via phone/email/remote access support.
- Document troubleshooting and problem resolution steps.
- Participate in providing customer training when required.
- Keep customers informed on the support development and progress.
- Report to assigned Team Lead/Manager during support request.
- Provide reports to facilitate case monitoring/closing, daily/weekly timesheet on activities for operational visibility.
- Excellent Customer Service skills required.
- Other tasks and projects as assigned by Manager or Management.
QUALIFICATION & EXPERIENCE
- ITE/Diploma in Information Technology from recognized institutes.
- Experience working in an IT support role for about 1-2 years.
- Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the telephone and in writing.
- Ability to demonstrate practical troubleshooting and problem analysis techniques.
- Ability to plan and prioritize workload without supervision.
- Ability to prioritize, manage and perform under pressure to meet SLA's.
- Excellent knowledge of Customer Service best practices.
- Willing to work flexibly and with enthusiasm.
SKILLS AND ATTRIBUTES:
- Good interpersonal and communication skills, high adaptability, and a positive attitude are expected.
- A team player with the determination to drive to excel.
- Excellent customer service skills.
- Self-motivated with a strong drive to succeed.
