Responsibilities:
- Receive all calls and emails on incidents, problems and IT service requests from end users and relevant departments.
- To provide initial support and start investigations of any problems from the customer side.
- Logging and Tracking the details of incidents as cases.
- Identify the types, categories, severity and urgency of the case.
- Control and follow up incident, problem and IT service request cases in order to comply with Service Level Agreement.
- Maintain and update Customer Services on Jira System.
- Prepare daily, weekly and monthly activity reports and other information as needed by the Manager.
- Administrate software licenses register.
- Set up, install and configure appropriate software and functions according to specifications.
- Other tasks as assigned.
Qualifications:
- Bachelor’s degree in Information Technology, Business Computer or related field.
- 0 - 3 years of experience in IT Call Center and IT Helpdesk Support, or related fields.
- Good in Microsoft Office applications, including Word, Excel, and other related software.
- Good interpersonal skills with the ability to communicate effectively with employees at all levels.
- Enthusiastic about learning and eager to contribute.
- Positive attitude and open-mindedness.