This position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.

Responsibilities

• Performed Desktop Support services to users
• This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.
• Perform imaging/re-imaging
• Perform asset inventories
• Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)
• Updates Incident records
• Creates and updates work instructions (where necessary)
• Document standards and procedures (where necessary)

Requirement

• Min. ITE/Diploma graduate with 1 year experience in desktop support
• Min 1 year experience in Microsoft Windows 10 and Microsoft Office 365
• possess at least one (1) of the following certifications or theirequivalent:
  • CompTIA A+;
  • CompTIA Security+;
  • CompTIA Network+;
  • Microsoft Certified: Windows Client; and
  • Microsoft Certified: Managing Modern Desktops.
• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages
• Demonstrate knowledge in the support of workstations, and related components
• Good verbal and written communication skills
• Good coordination skills
• Ability to prioritize effectively and work with a sense of urgency
• Effectively communicates with teammates and managers