Service Desk Agent

Role: Service Desk Agent
Location: Depot Road

Job Descriptions:

Respond to the incoming enquiries/incident/request/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)

1st level troubleshooting of in supported systems i.e. Workplace; Server; Network;

Microsoft 365; Secure Access Service Edge; Point of Sale

Security event monitoring

Server and network availability and performance monitoring

Password reset and unlock

Perform log &route [to higher tier or Resolver Team(s)]

* Record and manage all transactions/ cases in Service Management System

* Broadcast notifications to the relevant parties

* Provide timely status update, follow up on cases escalated until closure within the service level agreement.

* Ensure daily tasks are executed according to the Standard Operation Procedure

Job Requirements:

High school diploma or equivalent

Experience / Knowledge in IT support will be a Major plus

12 hours rotating shift