Job Description

So what does an IT Helpdesk really do? Think of yourself as someone who will act as a single point of contact via phone call, email, chat, and tickets from staff regarding IT issues and queries, and provide first-line investigation and diagnosis. We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure our employees are top-notch. So come on, now we need your full concentration because it’s time to imagine what it’s like being an IT Helpdesk. Imagine yourself going to work with one thing on your mind: that you want to demonstrate positive customer service orientation resulting in high customer satisfaction ratings. As you tackle your new tasks for the day, you know that it comes down to one thing: that you must ensure a quality service in accordance with departmental standards and guidelines. As an IT Helpdesk, you will: Provide 24/7 first level of support for all IT-related issues Monitor and manage phone, email, chat and ticket queue Receive, log, validate and diagnose issues/requests – on the full range of products and services offered, applying agreed SLAs leveraging standard tools, platforms, and processes Escalate tickets that cannot be resolved to appropriate support functions following agreed SLAs Manage communication with users and stakeholderskeeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. Assist with incident management, focused on establishing immediate communication between Incident Manager and end-users in gathering relevant details Document new processes into knowledge base articles Other duties as needed or required Do you have what it takes to become an IT Helpdesk? Requirements: Bachelor's Degree in Computer Science, Computer Engineering, Engineering Communications and/or equivalent experience. Fresh graduates are welcome to apply however we prefer at least 1 year of Helpdesk and/or call center experience Confident in English writing and oral

Qualification Required

• College Graduate