Specialist, Service Desk

Responsibilities:

• Ensure calls are answered and emails are responded in a timely manner.
• Provide first level troubleshooting on data and voice related incidents.
• Log all incidents reported to the Service Desk.
• Perform initial classification/ prioritization of the incidents.
• Escalate incidents to 2nd level resolver groups as per work instructions.
• Track the progress of resolution and provide regular updates for follow-up actions and incident status.
• Submit progress reports.
• Ensure service level meet requirement.  Propose and implement action plan when required.
• Notify Team Lead in the event of unusual surge in calls of a specific nature.
• To drive the improvement of a specific domain / system /product knowledge.
• Contribute knowledge articles and update them in a timely manner when required.
• Produce training materials (inclusive of usage of on-line training tools)
• Drive FCR improvement in the Service Desk Team
• Able to conduct training to the Service Desk Team on new initiatives / processes and knowledge updates.

The Ideal candidate should possess the following:

• IT Diploma and above
• 1 year IT experience

• Windows 10, Windows 8.1, iOS, Android support