JOB SUMMARY

The candidate will be responsible for troubleshooting Desktop & IT-related issues and providing post-sales Maintenance support services to clients.

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.

• 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.