Epicareer Might not Working Properly
Learn More

JUNIOR ServiceDesk Support

Salary undisclosed

Apply on


Original
Simplified

Responsibilities

  • Responsible for receiving, validating, and logging customer requests (tickets).
  • Ensure all requests (tickets) assigned are worked on, updated (track requests and determine current activity on them), and resolved.
  • Analyse and interpret the requests to ensure the classification, prioritisation, and escalation of the requests meet the SLAs.
  • Work closely with colleagues to ensure swift resolution of issues and keep the customer updated on the progress in relation to the resolution of the issue.
  • Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and external (principal and customer) parties to resolve issues when required.
  • Require standby 24x7 (weekly rotation) regarding response to new tickets through the ticketing system.

Requirements

  • Candidates must possess at least a bachelor's degree, postgraduate diploma, professional degree in Computer science, Information technology, or equivalent. Fresh graduates are encouraged to apply.
  • LOCAL APPLICANTS ONLY!
  • Good communication and good customer service.
  • A fast learner who is pleasant, patient, self-disciplined, and a self-starter.
  • Good knowledge and experience in the area of Service Desk tools (SugarCRM, SuiteCRM, OTRS, etc.) would be an added advantage.
  • Basic network connectivity troubleshooting would be an added advantage.