Infra Managed Services Associate

Position: Infra Managed Services Associate Position Summary • Perform ticket triage • Performance Dashboard Monitoring, analysis and escalation • Respond to requests for technical assistance in person via phone, electronically • Advocate Self Service Capability & Promotes User Awareness • Follow standard ServiceDesk procedures • Advise user on appropriate action • Log all ServiceDesk interactions • First call resolution and point of contact to support service users and customers reporting issues, requesting information and other IT related services. • Resolve/Close incident ticket by updating the relevant information upon successful troubleshooting • Prepare activity and statistics reports • Report to Service Desk Support team lead • This is a shift position Key Responsibilities • Administer ServiceDesk software • 1st Level Incident and Task handling • Respond and resolve Incidents and Tasks within SLA commitment • Redirect problems to appropriate resource • Identify and escalate situations requiring urgent attention • Track and route problems and requests and document resolutions • Stay current with system information, changes and update • Any other duties as and when deemed necessary • Walkthrough best practices and user guide to users accordingly. • Be alert of user reports on performance and monitor incident trends. • Required to work shifts, weekends & public holidays Key requirements / skills / experience • Diploma/Bachelor in any IT field with relevant working experience • Candidate with at least 2-3 years of working experience in helpdesk/service desk - software & application support as well as troubleshooting • Experience/exposure to insurance industry would be an added advantage