INT-607D647 | SERVICEDESK ASSOCIATE
Description
Service Desk Associate / Senior Associate main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
- You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
- Making sound decision-making and flexibility to ensure team dynamics and productivity.
- Hybrid work setup
- Competitive salary and benefits
- HMO + free dependent
- Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
- Diverse learning & growth opportunities
- Accessible Cloud HR platform (Sprout)
- Above standard leaves
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Answers phone calls and responds to moderately complex customer inquiries
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Log, Acknowledge, Categorize and Prioritize all issues or request tickets
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Assign tickets and inform the appropriate group for further troubleshooting
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Check emails regularly and make follow up of tickets beyond SLA
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Provide the user with the status updates as defined in SLA
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Diagnose and resolve hardware and software problems
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Provide technical assistance to all end-users both internal and external clients
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IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
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Perform additional task that may be assigned by the immediate supervisor
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Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner
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Ability to communicate effectively with all levels of staff: verbal, written and listening
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Must be punctual, detail-oriented and self -reliant
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Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent
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1 Year minimum experience in IT service desk and/or technical support position
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Customer Service oriented, resourceful and self-motivated
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Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications
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Excellent in English communication skills both verbal and written
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Strong analytical and problem resolution skills
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Able to manage tasks with minimum supervision
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Willing to work on shifting schedule, Holiday, weekends and Night shift
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Experience and knowledgeable in Active Directory and ticketing System is a plus