Job Description

　　To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents,problems and requests.

　　Provision of 1st line support for incidents.

　　Minimum Requirements

　　With at least 1-2 years of experience in Technical & Helpdesk Support gained from ICT, BPO/Call Center or Shared Services environment

　　Has hands-on experience in Active directory, Microsoft OS, MS Exchange, ITIL know-how and Incident Management Process

　　Able to handle Level 1 support for IT issues

　　Can communicate well in calls and emails

　　Familiar with ITIL V3

　　Very good problem-solving skills

　　Excellent customer/client handling skills

　　A leader, and a team-player at the same time

　　With fun, proactive, and can-do attitude

　　Key Accountabilities

　　To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents,

　　problems and requests. Provision of 1st line support for incidents.

　　 Technical Capability. Works under supervision, supporting standard technical queries related to a single

　　product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).

　　 Business Awareness. Develops an understanding of customer’s environment and service delivery requirements

　　to enable the delivery of a first class service.

　　 Process. Documents actions taken in resolving routine customer enquiries ensuring established

　　processes/systems are followed.

　　 Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant

　　questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond

　　them’ and escalates so they can be resolved.

　　 Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer

　　expectation/SLAs. Monitors performance through statistical reporting and analysis.

　　 Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the

　　team.

　　 Personal Development Takes ownership of own development and has a development plan in place.

　　Requisition ID : 20613