INT-8BC1468 | SERVICE DESK SENIOR SPECIALIST

Service Desk Senior Specialist 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

• Answers phone calls and responds to moderately complex customer inquiries
• Log, Acknowledge, Categorize and Prioritize all issues or request tickets
• Assign tickets and inform the appropriate group for further troubleshooting
• Check emails regularly and make follow up of tickets beyond SLA
• Provide the user with the status updates as defined in SLA
• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
• Provide technical assistance to all end-users both internal and external clients
• Diagnose and resolve hardware and software problems
• Can take lead role as assign by the immediate supervisor
• · Perform additional task that may be assigned by the immediate supervisor

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent
• 2 Years of experience in IT service desk and/or technical support position
• Customer Service oriented, resourceful and self-motivated
• Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications
• Excellent in English communication skills both verbal and written
• Strong analytical and problem resolution skills
• Able to manage tasks with minimum supervision
• Can lead minor Task or Projects assigned by the immediate supervisor
• Willing to work on shifting schedule, Holiday, weekends and Night shift
• Experience and knowledgeable in Active Directory and ticketing System is a plus

• Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner
• Ability to communicate effectively with all levels of staff: verbal, written and listening
• Must be punctual, detail-oriented and self -reliant