Job role and responsibilities

1. Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues

2. Prioritise incidents and service requests according to defined processes to meet defined SLAs

3. Ensure calls are logged, updated, and closed in the global service desk management system

4. Work closely with global, regional and local teams as well as vendors to fulfil service requests and to resolve IT incidents

5. Assist in computer and networking equipment setup, scheduling and monitoring computer equipment installation and relocation

6. Carry out on-site support and provide recovery action according to prescribed procedures

7. Assist in application support, software deployment and patching

8. Perform other duties as needed

Skills and experience required

1. Diploma / Higher Diploma in Computer Science or relevant discipline

2. At least 2 years of relevant experience in IT Helpdesk Support

3. Ability to perform remote software installation and troubleshooting

4. Experience in supporting Microsoft based environment (Windows, Microsoft 365, etc.)

5. Experience with prioritising support tasks and monitoring outstanding issues

6. Knowledge in cyber security practices and endpoint patch management

7. ITIL/MCP/MCSE holder is desirable

8. Good team player, customer focused attitude and dedicated to problem solving