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Minimum Requirements
- With at least 1-2 years of experience in Technical & Helpdesk Support gained from ICT, BPO/Call Center or Shared Services environment.
- Has hands-on experience in Active directory, Microsoft OS, MS Exchange, ITIL know-how and Incident Management Process
- Able to handle Level 1 support for IT issues.
- Can communicate well in calls and emails.
- Familiar with ITIL V3
- Very good problem-solving skills
- Excellent customer/client handling skills
- A leader, and a team-player at the same time
- With fun, proactive, and can-do attitude
Key Accountabilities
- To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents,
- problems and requests. Provision of 1st line support for incidents.
- Technical Capability. Works under supervision, supporting standard technical queries related to a single
- product/small set of products (e.g., Microsoft products, operating system, basic networking, PCs).
- Business Awareness. Develops an understanding of customer’s environment and service delivery requirements.
- to enable the delivery of a first-class service.
- Process. Documents actions taken in resolving routine customer enquiries ensuring established.
- processes/systems are followed.
- Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant.
- questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond
- them’ and escalates so they can be resolved.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer.
- expectation/SLAs. Monitors performance through statistical reporting and analysis.
- Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the
- team.
- Personal Development Takes ownership of own development and has a development plan in place.
Minimum Requirements
- With at least 1-2 years of experience in Technical & Helpdesk Support gained from ICT, BPO/Call Center or Shared Services environment.
- Has hands-on experience in Active directory, Microsoft OS, MS Exchange, ITIL know-how and Incident Management Process
- Able to handle Level 1 support for IT issues.
- Can communicate well in calls and emails.
- Familiar with ITIL V3
- Very good problem-solving skills
- Excellent customer/client handling skills
- A leader, and a team-player at the same time
- With fun, proactive, and can-do attitude
Key Accountabilities
- To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents,
- problems and requests. Provision of 1st line support for incidents.
- Technical Capability. Works under supervision, supporting standard technical queries related to a single
- product/small set of products (e.g., Microsoft products, operating system, basic networking, PCs).
- Business Awareness. Develops an understanding of customer’s environment and service delivery requirements.
- to enable the delivery of a first-class service.
- Process. Documents actions taken in resolving routine customer enquiries ensuring established.
- processes/systems are followed.
- Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant.
- questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond
- them’ and escalates so they can be resolved.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer.
- expectation/SLAs. Monitors performance through statistical reporting and analysis.
- Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the
- team.
- Personal Development Takes ownership of own development and has a development plan in place.