Helpdesk Agent

Responsibilities:

. To manage the technology ticketing impacting group businesses across all subsidiaries and 18 countries and territories in Asia Pacific, Europe and North America.

. The Helpdesk contract agent will work directly with end users, IT support staff and vendors to ensure timely ticketing of the issues reports and requests being made.

Requirements:

Education:

. Bachelor's degree in business, Computer Science, or related discipline required.

. ITIL Foundation certification would be required.

Essential:

. You must have 3-5 years of experience in working with IT Helpdesk roles supporting Applications.

. You must have proficiency with MS Office products, knows a bit about IT Services such as desktop, software and able to do Excel reporting.

. Candidate will work with Helpdesk and perform varied tasks such as attending user calls, user emails, raising tickets in BMC Service management tool, Helix.

. Events monitoring from the Alert management tool.

. Candidate will also be following up for ATM reporting and other adhoc tasks.

. The shift pattern changes weekly. Shifts are from (0730 - 1545 hrs 0900 - 1830 hrs 1330 - 2300 hrs). The staff who works 0730 hours shift ends up doing an additional day on Saturday in the week.

Key Domain/ Technical Skills:

. Experience in service management tools such BMC Helix, Service Now, etc,

. 4-5 years of managing complex IT queries and requests in a matrix environment or Operational Line experience is preferred.

. Understanding of on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Service Management functions, or Application Development.