INT-A1BC734 | SERVICE DESK 1

Service Desk Associate / Senior Associate 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.

The main responsibilities of a Servicedesk include:

• 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
• Diagnose and resolve hardware and software problems
• Provide technical assistance to all end-users both internal and external clients
• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
• Perform additional task that may be assigned by the immediate supervisor
• Strong analytical and problem resolution skill
• Able to manage tasks with minimum supervision
• Willing to work on shifting schedule, Holiday, weekends and Night shift