IT Helpdesk

- Act as single point of contact for users for all IT Incidents and Service Request. - Dealing with incoming incidents in a professional, courteous manner over the phone and via email Taking ownership of incidents and managing them in a logical and methodical manner. - Correctly logging incident and service request, categorizing, prioritizing, and correct group/assignee in line with team procedures. - Provide Level 1 support on desktops and standard applications. - Log, track, follow up, update and monitor issues logged into SDP (ticketing system). - Conducting full and thorough diagnostics with the end-users to for first call resolution. - Ensuring all tickets are progressed and resolved within SLA – escalating to other internal and external teams as appropriate. - Managing incidents through entire lifecycle from single point of contact until resolved. - Proactively keeping the end-users informed of the progression update. - Diagnosing and resolving incidents to the end-users satisfaction. - Escalate and follow up Incidents and Service Request raised via SDP to Level 2 or Level 3 if they are unable to resolve via first call resolution. - To ensure all Incidents and Service Request raised via email are attended within 2 hours and calls within 15 minutes. - Trigger Incident Management Procedure as and when required. - Escalate the issues to other hardware/software vendors, if the issues are not supported by the team. - Report to IT Service Desk Team Lead on the new first call resolution so that he/she can create and publish the document to given Knowledge Database. - Requesting quotation on behalf of users for replacing faulty parts (for out of warranty parts). - Liaising with authorized service provider on replacing faulty parts that are within warranty period.