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Job Description
- Provides IT help desk L1 service to the affected stakeholder to ensure a first-hand understanding of the incident/problem.
- Proven experience in developing Software for Fresh Service Applications.
- Recruit, train, and support help desk representatives and technicians
- Contribute to improving employee support by actively responding to queries and handling complaints
- Establish best practices throughout the entire technical support process
- Develop daily, weekly, and monthly reports on help desk team’s productivity
- Provide employee feedback to the appropriate internal teams.
- Document all troubleshooting and case management actions.
- Ability to create KPIs and manage the SLA.
- Proven experience in well knows ticketing platforms.
Job Requirements
- Proven work experience as a service desk management officer.
- Solid technical background with Fresh Service ticketing system
- Customer-service-oriented with a problem-solving attitude
- Excellent written and verbal communications skills
- Team management skills
- General knowledge of IT infrastructure
- Has a broad understanding of end-to-end business processors like scheduling preventive maintenance, corrective maintenance, and trouble ticket handling
- ITIL qualification is preferable
- BSc degree in Computer Science, Information Technology, or a relevant field
- Good command of English language.
