Responsibilities

• Perform helpdesk support by answering call or replying email providing 1st level resolution to end users.
• Perform onsite support to end users by ticket or service request.
• Each call and email has to be logged in ServiceNow system for INC tickets, tracking until issue is closed by end-users.
• Escalate to 2nd/3rd level when 1st level resolution do not work.
• Perform hardware cloning support for existing and new machines.
• Perform support for mobile solution to end users
• Perform Email/WebEx/Desk Phone creation for new users.

• Participate in Projects from customers requirement.
• Other ad-hoc tasks assigned to him/her.

Skills and Competencies

• Knowledge of basic troubleshooting on M365, Win 10, MS office packages
• Knowledge on Virtual Client preferred
• Knowledge on hardware troubleshooting (Printers, scanners, desktop, laptops)
• Knowledge on ServiceNow ticketing system
• Knowledge on CISCO products (end users)
• Logical problem-solving skill

• IT related Tertiary qualification
• Basic networking/server knowledge
• ITIL knowledge preferred

• Strong customer orientation
• Fluent English speaking
• Knowledge on MDM management preferred
• Knowledge on AirWatch Mobile solution preferred