Functional Overview: 

 

Service Desk 2 main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies 

 

Duties and Responsibilities: 

 

• Answers phone calls and responds to moderately complex customer inquiries 
• Log, Acknowledge, Categorize and Prioritize all issues or request tickets 
• Assign tickets and inform the appropriate group for further troubleshooting 

• Check emails regularly and make follow up of tickets beyond SLA 
• Provide the user with the status updates as defined in SLA 
• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system 
• Provide technical assistance to all end-users both internal and external clients 
• Diagnose and resolve hardware and software problems 

• Can take lead role as assign by the immediate supervisor 
• Perform additional task that may be assigned by the immediate supervisor 

 

Minimum Competencies: 

 

• Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner 
• Ability to communicate effectively with all levels of staff: verbal, written and listening 
• Must be punctual, detail-oriented and self -reliant 

 

Minimum Qualifications: 

 

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent 
• 2 Years of experience in IT service desk and/or technical support position 
• Customer Service oriented, resourceful and self-motivated 
• Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications 

• Excellent in English communication skills both verbal and written 
• Strong analytical and problem resolution skills 
• Able to manage tasks with minimum supervision 
• Can lead minor Task or Projects assigned by the immediate supervisor 
• Willing to work on shifting schedule, Holiday, weekends and Night shift 

• Experience and knowledgeable in Active Directory and ticketing System is a plus 

 

Please refer to the job description.