Essential Responsibilities and Duties
- Provides First and second-line investigation and diagnosis
- Resolves and closes incidents/service requests as per Service desk procedures & allocated timelines
- Escalates unresolved incidents/service requests within agreed timescales
- Logs relevant incident/service request details per Service desk procedures
- Communicates with client regarding incident progress
- Ensures tickets are always updated until issues are resolved
- Managing, prioritizing, and documenting incoming questions and support requests by phone, email, chat, or in person.
- Resolving technical issues quickly and efficiently
- Installing and configuring necessary software and meeting end-user needs
- Escalating any serious problems to relevant departments and teams
- Ensuring optimal network performance
- Performing system updates, tests, and maintenance to avoid service interruptions
- Monitoring and reporting service desk tickets
- Analyzing IT incident reports and questions to identify any trends to make recommendations for changes and to prevent future problems
- Producing user manuals and guidance for end-users
- Creates/maintains documentation on Back Desk
- Special events coverage
- Local network support and/or assists centralized Network team
- Hardware/software selection, procurement, setup, installation, configuration, upgrades, monitoring, and troubleshooting
- User account creation/deletion and file permissions
- Laptop / Desktop Backup management and maintenance
- Assist all Joiners, Movers and Leavers tasks in the respective site
- Involve in Stock and Asset Management activities and coordinate with Stock Management
Qualifications
- Bachelor's Degree or completed at least 2 years in college with no back subjects
- At least 1-3 years relevant field experience
- Ability to work independently and take initiative
- Strong communications skills, both written and oral
- Maintains strong attention to detail in high-pressure situations
- Willingness to work flexible hours when needed
- Immediate joiners are preferred
Company Perks
- Above-industry salary package and incentives
- Competitive medical coverage
- Life, accidental death and dismemberment, and total permanent disability insurance
- Maternity assistance
- Leave credits are convertible to cash
