It Helpdesk Support

• Attending inbound calls and enquiries from users complying with the service targets set for Call Management Voice Message.
• Respond to internal enquiries via email to assist on IT related matter.
• Log, Classify, diagnose all tickets in our ticketing tool and strive to provide a first-time fix resolution whenever possible.
• Manage queues effectively, prioritizing, updating, escalating, and resolving incidents and service requests adherence to our Service Level Agreement.
• Advance tickets to appropriate resolver groups when vital, ensuring appropriate advancement based on impact and urgency.
• To work closely with various teams to provide feedback and follow-up on status updates for outstanding problem & request.
• Send daily reports timely & assist on task assigned whenever is required.
• Assisting in all projects and tasks involving Service desk and ensuring continuous support.

Key Skills / Knowledge and Behaviors (if applicable)

• IT Degree graduate with min 2 years experience in related field OR
• Diploma with 3 years of working experience in Service Desk related field.
• Has 1 - 1.5 level knowledge and experience on Microsoft O365 product troubleshooting and fix.
• Willingness to work shift hours and acquire good punctuality and reliability.
• Good proficient in both written and spoken English in both verbally and in writing and sound analytical skills.
• A customer-focused mentality with excellent phone and ticket documentation skills.
• Adaptive learner with a keen curiosity about recent technologies and processes and good team player.
• Ability to remain calm under pressure with well-developed interpersonal and prioritization skills.
• Flexible and able to react positively and quickly to changing pressures and priorities.
• Able to work independently with min supervision and under pressure.