Information Technology Help Desk

Requirements:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum 1 year of experience in IT Helpdesk or Information Technology.
• Willing to work night shifts.
• Proficient in Windows operating systems.
• Understanding of computer network concepts, including TCP/IP, DNS, and DHCP.
• Familiarity with productivity software such as Microsoft Office and Google Workspace.
• Knowledge of basic network security concepts and the ability to use security software like antivirus and firewalls.
• Good communication skills, both written and verbal.
• Have Basic knowledge of IT (network and IT equipment)
• Familiar with SLA, Service Desk Flow, Ticket Analysist, Problem Management, Creating SOP
• Good Interpersonal and Communication skills
• Passionate to learn, hardworking, good team player

Job Descriptions:

• Responds to telephone calls, e- mail, and personal requests for technical support related to computer systems, software and hardware
• Documents, tracks, and examine problems to ensure timely solutions
• Review service request from user to make sure complied with regulation
• Ensures to submit Monthly Status Reports (MSRs)
• Responsible for creating Trouble Tickets that are correct and responded to within the SLA time frame
• Responsible to do first level troubleshooting
• Responsible for dispatching/escalating each Trouble Ticket to the right department
• Writes how-to-guides, editing, and revising it with updated information when necessary
• Provides technical assistance for questions and problems
• Follows through with customers to ensure full resolution of issues
• Asks relevant questions to determine nature of problem