Job Responsibilities:

• Handles ticket requests received over the phone, through email
• Provides site over-the-phone technical support/assistance for the troubleshooting of desktop PCs and related peripherals.
• Ensures compliance to the set process of Incident Management: identification, logging, categorization, prioritization and response (from diagnosis to closure)
• Monitors various systems and networks and reports inconsistencies to the IT Group
• Cascades email updates to all users on quarantine emails in cases of malware attacks
• Diagnoses ticket requests effectively and quickly to resolve and come up with solutions and appropriate action plans to complete the ticket request

Job Qualifications:

• Graduate of any Computer-related or IT-related courses
• Familiar with or experience in Help Desk operations and management
• Familiar with internet usage, Microsoft Office products, various Operating Systems and other productivity tools
• Good oral and written communication skills
• Basic knowledge in Desktop and Application support troubleshooting
• Familiar with Network and System Administration
• Background or working knowledge of other IT systems/processes such as IT Security and Change Management is an advantage, but not required