INT-6E38129 | OSS 1

Duties and Responsibilities:  

• Provides first-line investigation and diagnosis  
• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines  
• Escalates unresolved incidents/service requests within agreed timescales  
• Logs relevant incident/service request details per help desk procedures  

• Communicates with client regarding incident progress  
• Ensures tickets are always updated until issues are resolved  
• Conducts hardware and software maintenance and support  
• Performs IMAC (Install, Move, Add and Change)  
• Local network support and/or assists centralized Network team  

• Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners  
• Assists Asset Management Team in inventory of IT assets  
• Performs deployment and movement of IT assets  
• Performs additional task that may be assigned by the immediate supervisor  

Minimum Competencies:   

• Excellent customer interface skills  
• Good interpersonal communication skills  
• Understanding of customer satisfaction principles and practices  

• Ability to write technical support documentation  
• Team player  
• Ability to work under pressure  
• Good organizational and time management skills  
• Good analytical and problem-solving skills  

• Maintains strong attention to detail in high-pressure situations  
• Strong communications skills, both written and oral  

Minimum Qualifications:  

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent   
• Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications  
• Willing to be assigned in multiple locations  
• Excellent in English communication skills both verbal and written  
• Willing to work on shifting schedule, Holiday, weekends and Night shift  

• Experience and knowledge in Active Directory and ticketing systems is a plus