Tasks?and?Responsibilities
? Should?be?able?to?perform?all?the?activities?of?a?Service?Desk?Agent?as?and?when?required
? Responsible?for?reviewing?and?updating?Knowledge?Base/SOP.
? Serve?as?an?escalation?point?for?issues?and?escalate?issues?to?appropriate?parties?as?necessary.
? Co-ordinate?between?the?resolver?group?and?end?users?in?the?event?of?a?Major?Incident.
? Recommend?updates?and?enhancements?to?processes?and?tools?based?on?daily?interaction?with?customers?and?their?needs.
? Responsible?for?helping?Team?Leaders?on?Outlier?Management.
? Additional?responsibilities?as?assigned?by?IT?Helpdesk?(Service?Desk)?Manager.
Education?and?Experience
? Bachelor’s?degree?preferred
? At?least?1?years?of?proven?working?experience?in?providing?help?desk?support
? Proficient??with?the?fundamental?operations?of?help?desk?software,?databases?and?remote?control
? Working?knowledge?or?basic?concepts?of?application?deployment,?OS?administration,?Group?policies?management,?adding/removing?asset?from?domains,?driver?installation,?configuration,?email?client?management,?mobile?device?management?etc.
Key?Competencies
? Proficiency?in?English?and?Local?Languages?(as?applicable)
? Strong?client-facing?and?communication?skills
? Advanced?troubleshooting?and?multi-tasking?skills
? Customer?service?orientation
