Job Purpose:

Ensure sufficient on-sight support of IT helpdesk services to achieve maximum user support, ensure user satisfaction and SLAs are met.

Key Accountabilities:

Operations

Provide 1st level technical support by responding to incidents assigned, analyzing complex systems, computer hardware & software and network related problems. Install and configure computer systems.

Incident Management

Handle assigned incidents and if the incident can not be resolved escalate issue to relevant IT team and/or vendor as required.

Process Improvement

Work closely with the IT Support manager in standardizing technical operating procedures to continually improve the quality of technical services provided to the users.

Concepts & Policies

Adopt and apply professional strategies and policies within the area of responsibility in accordance with management directions.

Reporting & Documentation

Prepare the required support documents, report and update solutions to avail adequate documentation for problem solving and supporting users effectively.

Qualifications & Experience:

Bachelor degree in Computer Engineering, Information technology or equivalent.

2-4 years of IT experience with a focus desktop/helpdesk support