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Helpdesk Analyst

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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.