Service Desk Support Consultant

The number one goal of everyone in our team is to make our clients exceptionally happy, as customer experience is key. The Service Desk Support Consultant (Level 1) plays an important role in making sure that happens, as the frontline member of the team. Our Service Desk functions as the Single Point of Contact (SPOC) for our clients.

Having excellent teamwork and communication skills, good ability to diagnose and troubleshoot issues quickly, as well as having a proactive, adaptable and a learning mindset enables us to be a pillar to our clients’ success.

When assistance is needed, the Technical Support Consultant (L1) can turn to the Level 2and Level 3 team, the Service Delivery Manager and Technical Manager for guidance and support.

**Responsibilities**
- Able to function on a 24 by 7, shift-rotational basis, including weekends.
- Ensure all issues are properly logged into the ITSM portal.
- Perform initial classification/prioritization of the incidents.
- Perform first level triage and troubleshooting on all reported issues, ask customers targeted questions to quickly understand the precise root of the issue.
- Refer to internal Knowledge Base or resources to provide accurate technical solutions.
- If unable to resolve, escalation to next level resolver group and keeping client informed.
- Ensure tickets are not ‘stale’ throughout the Incident lifecycle process, and all tickets meet the Service Levels (SLA).
- Furnish timely updates to customers on the status of outstanding incidents within targeted Service Levels (SLA).
- Prioritize and manage several open incidents at one time.
- Maintain ownership of incidents and follow-up with client on reported issues until closure.
- Manage customer expectations and notify Team Lead/Service Delivery Manager in the event of unusual surge in calls of a specific nature.
- Prepare accurate and timely reports.
- Maintain jovial relationships with clients.
- Contribute knowledge articles and maintain documentations for known errors/on-site processes.
- Collaborate with the internal IT team to communicate to the client the status of their ticket every step of the way, notifying them of any changes or outages related to their issue.
- Escalate tickets that require the Service Delivery Manager or Technical Manager support.
- Identify, communicate and mitigate potential risks to the Service Delivery Manager and clients.
- Act as the Monitoring Center for internal infrastructure, monitoring via dashboards and escalating appropriately to Level 2 or Level 3 team for remediation.

**Requirements**:

- Diploma in IT or Engineering (Electrical & Electronic, Computer Science, Telecommunication, Information System or the equivalent).
- ITIL v4 or other IT-related certifications will be an advantage.
- At least 1 to 2 years’ work experiences as an IT Service Desk Analyst, Technical Support Engineer, Desktop Support Engineer or similar roles.
- Hands-on experience with Windows/Linux OS environments.
- Basic experience in managing Active Directory, M365, VPN, Network or virtual computing infrastructure.
- Basic knowledge of cloud concepts and network infrastructure.
- Good understanding of computer systems (hardware and software), monitoring tools, mobile devices and other tech products.
- Intermediate knowledge on using Microsoft Office suite (e.g. MS Excel, MS Outlook, MS SharePoint etc)
- Excellent ability to diagnose, identify and troubleshoot technical issues.
- Excellent problem-solving and communication skills.
- Excellent time management and task prioritisation skills.
- Good attention to detail.
- Proactiveness, adaptability and a continuous learning mindset.