IT Helpdesk Support (Calls)

As an IT Helpdesk Support, your role is to provide technical support and assistance to customers through calls. You will have to ensure of the clients’ technical issues are addressed and resolved in a timely manner, to ensure client satisfaction.

JOB RESPONSIBILITIES

Provide 1st level call and email technical support on users having IT-related issues.
Must be able to provide call support in English.
Act as a point of contact for all Service Requests and Incidents related to IT
Escalate issues to the next level support as necessary
Responds to inquiries from clients and provide guidance in resolving any hardware and software problems, issues, questions, etc. through chat and email.
Logs issues/requests into the ticketing system.
Checks the ticketing system for any newly lodged tickets
Ensures excellent working relationships with other areas to ensure that support meets the needs of customers.
Ensures all Service tickets are maintained in appropriate work queues and completed within established service level agreement, with a high degree of accuracy and efficiency.
Ensure there is no unattended chats/email query from the end-users.
Follow up on any pending items or issues that need to be resolved.
All other tasks as assigned.

MINIMUM QUALIFICATIONS

A degree in Computer Science, Computer Engineering, Information Technology, or any computer-related course is an advantage
With at least 2-3 years of working experience as Service Desk, preferably in voice support.
Must be able to speak English fluently
With knowledge of website domains and basic networking components
Basic Knowledge of Internet Security and data privacy principles.
Ability to work with a team
Customer Oriented
Has knowledge of the following:
Basic OS support (Windows, MAC)
Diagnostics and problem-solving skills
Knows how to troubleshoot hardware and software application
Has experience in handling Tickets
Knowledge of Office 365 application is a plus