Service Desk  

• Single Point of Contact of users both internal and external.
• Receiving, logging, and managing calls via telephone and email.
• Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
• Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
• Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
• Prepares reports and assure that information is readily available.
• Other job-related activities that may be assigned from time to time.

Experience & Technical Skills

• Background in customer service or help desk support is an advantage
• Proficient with Windows 11
• Strong working knowledge of Microsoft 365 (Outlook, Teams, Office applications)
• Familiarity with Active Directory (password resets, account unlocks)
• Basic understanding of networking concepts (VPN, DNS, IP basics)
• Experience using ticketing systems, especially ServiceNow
• Knowledge of remote support tools such as Bomgar
• Basic hardware troubleshooting, including:
  • Laptops and desktops
  • Multifunction printers
  • Peripherals such as monitors and docking stations

Security Awareness

• Understands and follows security and access control policies
• Identifies and escalates potential security incidents (e.g., phishing, compromised accounts)
• Handles user data and system access with strict confidentiality and compliance
• Applies secure troubleshooting practices to protect users' information
• Ensures proper verification of users before performing account‑related actions

Soft Skills & Work Habits

• Excellent communication and customer service skills across calls and emails
• Strong analytical thinking with logical and structured troubleshooting
• Demonstrated ownership, accountability, and reliable follow‑through
• Good attitude, including professionalism, willingness to learn, and a positive approach during challenging situations
• Fast learner who adapts quickly to new tools, processes, and environments
• Consistent and accurate documentation practices
• Consistent punctuality and strong attendance record
• Flexible with rotation schedules, including shifting hours, weekends, and holidays as required