IT Helpdesk Support Analyst (Immediate Start)

You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Looking for immediate joiners only.

Excellent communication skills (International Voice process) is non-negotiable.

Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues.

Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security.

Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.

First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.)

Perform post-resolution follow-ups to help requests or incidents.

Experience – Min. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

Hands on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.

Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365

Good to have – ITIL Knowledge

Graduate from an accredited institution or Under-graduate with relevant technical experience

Previous customer/technical support or technology experience