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Key Responsibilities
- Serve as the first point of contact for users seeking technical assistance via phone, email, chat, or ticketing systems.
- Log and manage incidents and service requests in the ITSM tool (e.g., ServiceNow, BMC Remedy).
- Perform initial diagnosis and attempt to resolve issues related to:
- Password resets and account access
- Email and collaboration tools
- Operating system and basic hardware troubleshooting
- Network connectivity (Wi-Fi, VPN)
- Standard applications (e.g., Microsoft Office, browsers)
- Escalate unresolved issues to L2/L3 support or relevant teams, following defined SLAs.
- Monitor open tickets and ensure timely follow-up and closure.
- Maintain detailed and accurate documentation of user interactions and solutions provided.
- Provide status updates and communication to users on ticket progress.
- Follow knowledge base articles and standard operating procedures (SOPs) to ensure consistency.
- Participate in shift rotations (if applicable), including weekends and holidays as required.
Required Skills Qualifications
- Diploma or Degree in Computer Science, Information Technology, or related field.
- 02 years of experience in an IT support/service desk role.
- Basic understanding of IT systems and troubleshooting techniques.
- Familiarity with ITIL practices is an advantage.
- Good interpersonal and communication skills.
- Strong problem-solving and analytical abilities.
- Customer-oriented with a service mindset.
- Ability to work in a fast-paced, team-oriented environment.
- Able to work in rotation shifts and public holidays. You will be compensated with shift allowance and time off for replacement of public holidays. With different shift hours, you will be able to avoid the traffic congestions and doing errands on normal weekdays.
- Proficient in English, Mandarin or Cantonese.
Preferable Certifications
- ITIL Foundation
- CompTIA A+
- Microsoft Certified: Modern Desktop Administrator Associate (or similar)
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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.
