Responsibilities:

• Responsible for daily operations of Service Desk Team.

• Take ownership of complete incident resolution with a professional, customer-centric attitude.

• Manage escalated incidents and participate in bridge calls and engaging internal escalation resources.

• Close tickets in a timely manner following incident resolution.

• Maintain an accurate record of activities using office tools and Incident Management software.

• Service Desk Services included:

• Call Support
• Accept call in reaction time align with SLA.
• Ticket Support

• Write detailed knowledge articles for escalated incidents to aid colleagues in future

troubleshooting.

• Take, register, analyze and process all sorts of user inquiries related to our existing IT landscape.

• Generate weekly / monthly hotline report for summarize the efficiency and quality.

Requirements:

• Studies in Information Technology OR 2-3 years comparable work experience

• Minimum 2 years’ experience in a call-Centre/technical & helpdesk support.

• Analytical, problem-solving, and decision-making skills.

• Experience in troubleshooting complex problems.

• Basic to intermediate knowledge of resolving incidents if possible and related to:

• User authentication (Active Directory, MFA, VPN), e.g. password reset
• Desktop & notebook hardware
• Windows Operating System (e.g. Windows 10)
• Microsoft 365
• Mobile Device Management
• Account and access management (Active Directory, SAP, Salesforce)
• VPN setup
• Network printer management
• Software package installation
• Restoring files from backup

• Willingness to standby for support service if needed.

• An analytical and structured way of working

• Maintain calm and optimism even in high pressure situations.

• Ability to interact with users and international customers at all level

• Optimistic, goal-oriented, and customer focused attitude

• High motivation, ability to work in a team, willingness to work flexible hours

• Excellent written and verbal English communication.