JOB ROLE OVERVIEW:
The role of the IT Helpdesk Technical Support: Integrated Service Operations is to provide service desk functions to services offered to clients. This is achieved by incident management, & problem management and provide effective communications.
The officer is also responsible in upkeeping information in CMDB and ensuring all operations are done according to the set KPI, policy & procedures.
Communication, analytical thinking is essential to help identify, communicate to resolve issues.
RESPONSIBILITIES: Responsibilities: Provide Tier 2 Support for customers via phone and email, snow, whatsapp, teamProvide technical assistance for questions and problems and help fix issuesFollow up with customers to ensure full resolution of issuesCreate and monitor service tickets in FreshServiceTrain other staff members on troubleshooting and diagnosing problemsWrite, edit, and revise training manuals for new and updated softwareCorroborate and validate data from multiple sourcesPerform user acceptance testing for releases and maintenanceDiagnose system errors and other issuesConsult with Tier 3 support to assist with advanced IT issuesTo perform general service desk operation function including incident management, event management, problem management & reportingTicket management to track and record activity, resolution of incidents and completion of inquiries Qualifications: 1-2 years' experience working in a Service Desk/Help Desk environmentKnowledge of ITIL Framework, ISO 20000 and CMMI ServiceVery good experience working with OS 365 applications such as Outlook, Teams, SharePoint etc.Prior working experience with creating, managing OS 365 accounts including mailbox creation etc.Strong computer skills, especially with experience on Dell laptopsAbility to troubleshoot and diagnose IT problemsFamiliarity with supporting applications hosted on AzureFamiliarity with both PC and Mac, experience with different browsersFamiliarity with SolarWinds N-Able solutions, Trend Micro File/Disk Encryption, SolarWinds Take Control PlusGood customer service skills, ability to communicate effectively to help customers fix their issues and feel satisfied with the experienceExperience responding to requests for IT support from employees and tracking these problems using the Fresh service ticketing management system until complete resolution is attainedDetail-oriented including updating all service tickets with detailed notesGood writing and editing skills to aid in writing and updating manualsAbility to identify the gaps within the existing operating procedures and fill themHaving a record of creating, developing and documenting best practices in order to educate usersExperience in troubleshooting hardware and software problems and providing effective solutionsProactive and excited to learn new thingsExperience with Mac OS would be a plus