IT Helpdesk  

As a IT Helpdesk, you will be responsible for providing comprehensive technical assistance, ensuring the smooth operation of IT systems for the client. Your duties will include:

• Providing Tier 1/2 Support: Respond to support requests via multiple sources (phone, email), log all call data into the tracking system, and interact with clients in a courteous and professional manner.
• Troubleshooting and Diagnosis: Troubleshoot and diagnose escalated problems by evaluating multiple options using checklists and guides. Implement predetermined software or hardware changes to rectify issues and escalate problems when necessary.
• Hardware and Software Management: Provide maintenance and support for basic client products, peripherals, and assist with physical IT moves.
• Configuration and Installation: Configure, install, and troubleshoot PCs, peripheral equipment, and other personal computing devices.
• Documentation: Record and document incident, update, and resolution details in the tracking log. Document solutions to common problems and responses to frequently asked questions (FAQs).
• Compliance and Standards: Demonstrate familiarity with and proficiency in the technologies (hardware & software) deployed at the client's premises. Follow Standard Operating Procedures (SOPs) and commit to achieving Service Level Agreement (SLA) goals.

• In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, and messaging systems of the types used by Purchaser.
• Strong Hands-on experience in resolving common problems in the area of Standard Computer Hardware and Software, Apple IOS Mobile Devices and Remote Access.
• BS degree in Computer Sciences, Engineering, and Information Systems Management with minimum 4 years in IT related customer service/support with Microsoft environment or 3 years Diploma degree in Desktop Support with minimum of 6 years in Microsoft environment with 4 years in IT related customer service/support
• Preferably has taken a Certification and passed of any Dell and Lenovo Desktop Product
• Have minimum 2 years work experience using ITSM Helpdesk system / tools and has undergone ITIL Foundation training
• For the last 5 years has minimum 2 years’ experience supporting International organization with a minimum of 200 computer clients.
• Have minimum 2 year experiences operating Video Conference facilities equipment, Client based VC and IP telephony.