[ref. t25184902] Service Desk Support

Job Description

Description

The Service Desk Support role is a crucial position that provides front-line technical assistance to our users across the Southeast Asia region. The successful candidate will be responsible for diagnosing and resolving IT-related issues, ensuring a high level of customer satisfaction.

• Provide first-line support to end-users for IT-related issues via phone, email, and chat.
• Diagnose and troubleshoot hardware and software problems, escalating complex issues to higher-level support when necessary.
• Document incidents and service requests in the ticketing system, ensuring accurate and timely updates.
• Assist in the onboarding process of new employees by setting up accounts and providing necessary IT support.
• Maintain a knowledge base of common issues and solutions to improve the efficiency of the support process.
• Participate in training sessions and workshops to improve skills and knowledge of IT systems and tools.

• 1-3 years of experience in a Service Desk or IT support role.
• Proficient in Windows and macOS operating systems.
• Familiarity with ticketing systems such as ServiceNow, JIRA, or Zendesk.
• Basic knowledge of networking concepts and troubleshooting (TCP/IP, DNS, DHCP).
• Strong communication skills, both verbal and written, to interact with users effectively.
• Ability to work independently and manage time efficiently in a fast-paced environment.
• Customer service-oriented mindset with a problem-solving attitude.