1.Incident tracking and first level resolution for all trouble calls, including those related to desktop,
Local Area Network (LAN), centralized infrastructure, Wide Area Network (WAN), and voice services
related Service Requests;
2.IMACs including all IMACs for End User Services, network LAN and WAN, Voice and centralised infrastructure
3."How-to" assistance for Customer-defined common off the shelf applications included in its standard
End User Service platform images;
4.Coordination for employee user account administration, activation, changes, and terminations, including:
5.password/account setup and reset (various Customer system platforms)
6.remote access connectivity (e.g., VPN),email accounts,host IDs,password resets,customer authorized mobile
devices,voice/ mail administration,telephone lines, End-to-end ownership for Incident identification, escalation,
resolution, and closure,Multi-language / local-language capabilities as agreed. The Service Desk will
authenticate each requesters call request.
7.Receive and answer all User IT Service Request calls (including trouble calls, install, move, add and change
(IMAC) requests, and requests for general technology assistance)
8.Provide single-point-of-contact call ownership from receipt of call through resolution and closure for tracking,
coordination, escalation, and resolution for all User Service Request calls
9.Categorize and log inquiries/problems per agreed upon service categorization schema (severity, importance,
10.Determine inquiry/problem resolution requirements
11.Resolve inquiry/problem within prescribed time limits, if possible, otherwise escalate to appropriate Level 2
resource within agreed upon SLA escalation time periods.
FURTHER RESPONSIBILITIES MAY BE ADDED AS AND WHEN REQUIRED.
Qualifications and Education Requirements
ITIL Certification is good to have
Degree OR diploma or NITEC or Higher NITEC
- Min 1 years of experience
EA License No. - 14C6941
Infinite Computer Solutions Pte. Ltd.