IT Service Desk

Job Summary:

Serves as a centralized point of contact for end-users seeking technical assistance. It provides first-level technical support, troubleshooting and resolving a wide range of IT issues to ensure optimal system performance and user productivity.

Duties and Responsibilities:

User Support: Respond promptly to user inquiries via phone, email, and ticketing systems, providing clear and concise explanations of technical issues and solutions in a user-friendly manner.

Ticket Management: Prioritize and manage support tickets effectively, ensuring timely resolution of urgent issues and minimizing user downtime.

Customer Service: Engage with users in a professional and courteous manner, fostering positive relationships and building trust. Deliver clear and concise explanations of technical issues tailoring the communication to the user's level of technical understanding. Maintain a positive and helpful attitude to support user needs effectively.

Service Requests: Process and fulfill service requests, such as password resets, account creation, and software installations in a timely and accurate manner.

Incident Resolutions: Troubleshoot and resolve a wide range of IT issues, including hardware, software and network problems. Escalate complex issues to higher-level support trams, providing clear communications and necessary information.

Problem Management: Identify recurring incidents, analyze roots causes, and implement preventive measures to minimize future occurrences. Analyze incident trends to identify potential system vulnerabilities or process inefficiencies.

Knowledge Management: Document and maintain accurate records of all interactions with users, including incident tickets and knowledge base articles.

Key Qualifications:

Education: Bachelors degree in Computer Science, Information Technology and related fields

Experience: 1-2 years experience of help desk or technical support; Experience in IT service management tools (ITSM, helpdesk software)

Special Skills:

Problem solving and Troubleshooting: Proven ability to quickly identify and resolve a wide range of technical issues, from simple to complex

Effective Communication: Excellent verbal and written communication skills to effectively interact with users, providing clear and concise explanations of technical concepts in a non-technical manner.

Ticketing System Proficiency: Familiarity with and proficiency in using ticketing systems like ServiceNow to efficiently manage and track support tickets.

Strong Attention to Detail and Multitasking: A keen eye for detail to ensure accurate documentation and effective ticket management. Ability to handle multiple tasks simultaneously and prioritize effectively to meet deadlines and service level agreements.

Interpersonal Skills: Strong interpersonal skills, including patience, empathy, and active listening, to build rapport with users and deliver exceptional customer service.

Industries:Food & Beverages

Function: Others