Helpdesk Analyst
Job Title : Helpdesk Analyst
Language : Mandarin (Mandatory)
Job Summary:
SOP based L1 Support for desktops and internal Customer specific applications
Handle L1 Incidents, Service requests and triaging incidents
Voice Support over call.
Key Responsibilities :
SOP based L1 Support for desktops and internal Customer specific applications
Handle L1 Incidents, Service requests and triaging incidents
Support Staff in HQ and Centre staff.
Users will reach L1 support team through ServiceNow tickets, Emails and Voice calls.
Knowledge Management – Create knowledge articles (SOPs)
Extract ad-hoc reports based on Customer request.
Send broadcast emails to end users post approval from NFC.
Maintenance of SOP documents
Required IVR configuration to be done as part of the overall transition scope.
Perform high-level Level 1 investigations on hardware, software, and NFC internal
applications.
SOP based L1 Support for Skooolnet 2 (SN2) Application
Perform high-level Level 1 investigations on SN2 tickets.
Job Title : Helpdesk Analyst
Language : Mandarin (Mandatory)
Job Summary:
SOP based L1 Support for desktops and internal Customer specific applications
Handle L1 Incidents, Service requests and triaging incidents
Voice Support over call.
Key Responsibilities :
SOP based L1 Support for desktops and internal Customer specific applications
Handle L1 Incidents, Service requests and triaging incidents
Support Staff in HQ and Centre staff.
Users will reach L1 support team through ServiceNow tickets, Emails and Voice calls.
Knowledge Management – Create knowledge articles (SOPs)
Extract ad-hoc reports based on Customer request.
Send broadcast emails to end users post approval from NFC.
Maintenance of SOP documents
Required IVR configuration to be done as part of the overall transition scope.
Perform high-level Level 1 investigations on hardware, software, and NFC internal
applications.
SOP based L1 Support for Skooolnet 2 (SN2) Application
Perform high-level Level 1 investigations on SN2 tickets.