Role Purpose: 

To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations. 

Key Responsibilities: 

• Incident Management:  

• • Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.
  • Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.
  • Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution.
  • Follow established incident management processes and procedures to ensure consistent and effective service delivery. 

• Problem Management:  

• • Identify and document recurring incidents to identify underlying problems.
  • Contribute to the problem management process by providing information and insights to facilitate root cause analysis. 

• Service Request Fulfillment:  

• • Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.
  • Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs). 

• Communication and Customer Service:  

• • Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels.
  • Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
  • Maintain a positive and empathetic approach, even in challenging situations.
  • Keep users informed of the status of their incidents and requests. 

• Knowledge Management: 

  • Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates.

  • Stay up-to-date with relevant technical knowledge and best practices. 

• Teamwork and Collaboration:  

• • Collaborate effectively with other team members and support teams to ensure seamless service delivery.
  • Share knowledge and expertise with colleagues to improve overall team performance. 

• Performance Monitoring and Reporting:  

• • Monitor personal performance against key metrics and SLAs.
  • Contribute to regular reporting and analysis of service desk performance. 

• Perform other task in relation to the role as assigned by one’s superior or by the organization. 

Qualifications: 

Required: 

• At least 6 months of experience in technical and helpdesk support gained from ICT, BPO/Call Center, or Shared Services environments.
• High School Diploma or equivalent.
• Hands-on experience with: 
  • Active Directory
  • Microsoft Windows Operating Systems
  • Microsoft Exchange
  • Basic Networking (TCP/IP, DNS, DHCP)
• Familiarity with ITIL framework (preferably v3 or v4).
• Experience with remote support tools and diagnostic utilities.
• Strong problem-solving and troubleshooting skills.
• Excellent communication and interpersonal skills, both written and verbal.
• Ability to work full onsite and on hybrid model
• Legal working status 

Preferred: 

• ITIL Foundation certification.
• Experience with a service management system (e.g., ServiceNow, Jira Service Management)