Helpdesk Support Engineer
2 weeks ago
Responsibilities:
- Standardize and develop necessary guidance, process and procedures to continuously improve incidents management, escalation and system monitoring.
- Responsible in tracking all incidents and service request /change requests logged by users in line with the agreed SLAs
- Providing level 1 technical support and helpdesk email enquiries to external users and proactively identify and manage potential problems and address enquiries to meet client satisfactions.
- Be an escalation point for all the requests and issue resolution
- Establish ITIL best practices through the entire service desk support processes.
- Work effectively and closely with Ops-Leads and Service Delivery Manager and carry out ad hoc IT operation assignments and tasks arise from projects or day-to-day operation.
Requirements:
- Familiar with MS365 esp. Word, Excel and Outlook
- Service oriented personnel that can handle high-pressure environment
Tell employers what skills you have
Outlook
Excellent Communication Skills
Troubleshooting
Technical Assistance
Hardware
Business Continuity
Ticketing
Customer Support
Service Desk
Windows
Mobile Devices
Excel
ITIL
Disaster Recovery
Service Delivery
Technical Support
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