Job Description
Job Scope:Attend to IT Helpdesk enquiries over telephone call and emails.2-4 years of relevant experience in same positionsLog the enquiry as HD ticket and ensure ticket is categorized, prioritized, and assigned correctly.Capture adequate information for the ticket from the user for L1/L2/L3 team to troubleshoot the case and resolve.Monitor and manage active HD tickets ? in progress, pending, escalations, as necessary.Follow up on in-progress / pending tickets with respective IT teams.Report statistics on HD ticketsMonitor SLA and KPI of HD tickets along with user satisfaction.Compile periodic HD reports for management on HD performance.Propose and document topics for KB articlesPerform other tasks as assigned by HD Lead.
Responsibilities + Skills
Excellent written and oral communication skillsWillingness to learn, be flexible and work in team environment.
Education
Familiar with software application installation, Windows OS, and MS Office suiteBasic understanding of network.Previous experience with ticketing tools. Aware of HD ticket lifecycle ? creation, response, escalation, resolution, and closure.
Experience
