Provide support to Business Unit across the range of services provided to the company staff
Responsible for supporting the IT help desk services to ensure services are delivered to meet business needs and expectations, within SLA standards (response time and resolution time)
Log, track, record and resolve system problems, incidents, issues, requests and queries raised by users through phone/email/ticket within SLA standards
Perform incident closure, verifying problem resolution with users and documenting resolution procedures
Liaise with other support teams, or product teams as required to resolve requests and issues in a timely manner
Act as a contact point between helpdesk operations, other teams (internal, external and vendor/supplier)
Support VOIP, conferencing and mobile service request
Take responsibility for identifying fixes for high priority problems, ensuring minimal business impact.
Requirements:
Tertiary education (Diploma / Degree) in relevant field or equivalent
At least 5 years of working experience in helpdesk support/call centre environment is preferred
Good working knowledge on service desk ticketing system (ServiceNow), IP telephony system, email, online chat, service support process, and SLA
Good working knowledge on other IT domains, including software, hardware (EUC Endpoints/Printers), servers and network operations
Prior knowledge of System Administration Windows 10 and Windows Server 2012 / 2016, Microsoft Office 2013, Microsoft Intune, MDM, Okta (SSO), Sharepoint, Antivirus / Encryption, Office365 / Azure AD, AIX experience will be beneficial
Ability to multi-task, take initiative and work independently with multiple stakeholders
A can-do attitude with positive outlook, able to work under pressure.
