Job Description:

Work with our Service Desk, Documentation, Remote Monitoring/Management, and all other system software to accept and resolve L1 and L2 service requests, incidents, and problems.
Work with clients directly over the phone and using remote software.
Monitor and respond to end user reported incidents and service requests (e.g., desktop and application) as they arise.
Proactive identification and analysis of issues (including P1 incidents, logs, analysis) and manage problem through to resolution.

Essential Duties and Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone or chat
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

Skills and Abilities

Phone support experience necessary.
ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
Technical helpdesk experience is necessary.
Disciplined, systematic problem-solving skills required.
Hands-on work experience with the following:
Windows Operating systems
Clients: Windows7, Windows 10
ITSM ticketing tools Service Now
MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
Internet/Edge browsers (e.g., Explorer, Chrome, Firefox).
VPN and remote dial-in users
Support for laptop, desktops, and printers
MDM support
Others: Adobe Acrobat and other common desktop applications

Education / Expertise

Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.
At least 1-year prior experience in Service Desk for experienced resources.
Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)
Intermediate to Advanced skills encompassing:
Desktop OS troubleshooting skills across all current versions
Microsoft Office 365 troubleshooting and configuration skills

Service Desk Analyst