Regional IT Service Desk Support

Job Description

• Provide first level contact and convey resolutions to user issues
• Properly escalate unresolved queries to the next level of support
• Track, route and redirect problems to correct resources
• Walk users through problem-solving process
• Follow up with users, provide feedback and see problems through to resolution
• Ensure proper recording, documentation, and case closure
• Recommended procedure modifications or improvements

Job Requirement

• Proven working experience in providing help desk support and 2nd tier support
• Diploma in Information Technology, Computer Science or equivalent
• Proficiency in English
• Working knowledge of help desk software, databases and remote control
• Strong user-facing and communication skills
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation