Location All
Job number JO-190815-198875

Company overview

Fully owned IT solutions from a global conglomerate, providing integrated services for enterprises.

Job description

◆ about the Client

Fully owned IT solutions from a global conglomerate, providing integrated services for enterprises.

◆Requirements

*Graduate in IT background (degree or diploma)
*ITIL Certification is an advantage.
*Knowledge and Experience:
*At least 3 years' experience or assisting manager/leader in managing in a helpdesk environment providing first tier support with relevant record of accomplishment of leading a team where customer experience is a priority.
*Significant experience with ITSM platforms such as ManageEngine SeviceDesk Plus.
*Has general knowledge and at least 5 years experience on IT technology and infrastructure.
*Personal Attributes:
*Excellent written and verbal communication skills with the ability to communicate clearly and politely with team members, customers and users.
*Excellent analytical, technical and interpersonal skills including collaboration and empathy

◆Description

* Assist in the team in managing the members responsible for providing first tier support.
* Assist in the development and implementation of service desk policies, processes, and procedures to improve service desk delivery operations.
* Assist in the development and implementation of service desk policies, processes, and procedures to improve service desk delivery operations.
* Deliver excellent level of technical resolutions via email and phone related to Windows PC/Server, Microsoft applications (e.g., Outlook), Audio and Video Conference systems (e.g. Cisco, Polycom), iPhone/iPad, Printer, Networking.
* Assist in IT infrastructure-related projects (e.g., technology upgrades, new hardware and software deployments, e-learning, user training) as needed.

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