Job Description

IT Helpdesk Support communicates effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

Job Responsibilities:

1. Serve as the first point of contact for customers seeking technical assistance over the phone or email
2. Handle all incidents and request by escalating tickets to the right channel
3. Perform remote troubleshooting through diagnostic techniques and pertinent questions
4. Monitor RMM and Monitoring platforms as support tools at 24/7
5. Determine the best solution based on the issue and details provided by customers
6. Walk the customer through the problem-solving process
7. Direct unresolved issues to the next level of support personnel
8. Provide accurate information on IT products or services
9. Record events and problems and their resolution in logs
10. Follow-up and update customer status and information
11. Pass on any feedback or suggestions by customers to the appropriate internal team
12. Identify and suggest possible improvements on procedures
13. Maintain Service level at best possible rate at 24/7
14. Perform duty according to defined SOP and shift schedule

Job Requirements

1. At least Diploma in Computer Science/ Information Technology / Cybersecurity or related disciplines from a reputable institution.
2. Minimum 1 year working experience in IT Technical Support / Call Center or Helpdesk support would be added advantage. Fresh grad is encouraged to apply.
3. Knowledge of configuring & troubleshooting Wintel based, Mac OS/iOS and Android devices.
4. Knowledge of Exchange, M365 are added advantages.
5. Knowledge of TCP/IP protocol, Web Services (IIS), DNS & DHCP, Firewall and Network protocols are added advantage.
6. Knowledge or certification in Cybersecurity is added advantage.
7. Basic knowledge in troubleshooting and root cause analysis.
8. Good communication and customer service skills.
9. Able to work under pressure, self-initiative and independently.
10. Must be alert of phone call and able to work on shift.

Skills