Service Desk / Technical Support / IT Support

The Service Desk Agent will work closely with other IT teams to escalate complex issues and ensure a high level of customer satisfaction.

• Key Responsibilities:
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for End Users.
• Route Tickets to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Provide End User account support.
• Use ServiceNow to document and manage problems and work requests and their respective resolutions and circumventions.
• Respond to telephone calls, email, instant messages, and assigned Tickets from End Users; assign work orders / Incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with End Users, including problem recognition, logs, research, isolation, resolution, follow-up steps; provide level 1 remote desktop support and perform other activities based on SOPs.
• Escalate complex problem to appropriate support specialists.
• Be responsible for activities relating to the account set up approved to PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications).
• Troubleshoot client software and basic network connectivity problems.
• Identify, evaluate, and prioritize End User problems and complaints.
• Train End Users and operators on a limited basis and/or write training procedures.
• Participate in on-going training and departmental development.
• Participate in routine maintenance updates with other IT staff and business units.
• Provide all required documentation including standards, configurations, and diagrams.
• Provide knowledge transfer of end user compute operations.

• Phone support experience necessary.
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.

Soft Skills:

• Fluently communicate, read, and write in English to the standard of a native English Speaker.
• Excellent communication and conversation skills (verbal and written).
• Excellent documentation skills.
• Great customer handling skill.
• Able to handle unforeseen situations.
• High level of acceptance.
• Can drive Supplier’s value and its methodology.

• Industry certifications (for example, HDI, DCSE, A+, MCP, and CNA)
• Sound knowledge of service management and incident management
• ITIL experience/certifications (e.g., ITIL v3 foundation certification)

Working Conditions:

• This role may require working in 24/7 shifts, including evenings, weekends, and holidays.
• 100% onsite

Reports To: Service Desk Manager or IT Support Manager