Responsibilities

§  24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)

§  Provide Incident, query and service request management and monitoring (incl. escalation)

§  Initial remote desktop support, user access management, password reset, Windows and OS support, etc.

§  Review and Maintain internal Service Desk Support/knowledge Base

§  Implement and Maintain self-service/self-help resources and services

§  Report on known outage and service impacts

Qualifications we seek in you!

Minimum Qualifications / Skills

·       Must have a technology and service desk background

·       Graduate in any stream

·       ITIL certification

·       Multitasking skills.

·       Ability to pay attention to detail.

Preferred Qualifications/ Skills

·       Good communication skills

·       Familiar with ITIL framework.

·       Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.

·       Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.

·       Expertise in Active Directory administration, including creation of domain/exchange accounts.

·       Excellent troubleshooting skills.

·       Good interpersonal skills and attention to customer service.

·       Ability to work effectively in a fast-paced environment.

·       Ability to communicate effectively.

·       Ability to effectively prioritize incidents and service requests.

·       Ability to work in flexible hours based on business demands – and on-call support in off business hours and on weekends, as necessary.