Job Description

• Provide contact service enquiries and day to day support on all issues and requests related to the system and the services, including operation support ,technical advice, problem resolution, escalation, incident management, problem management and security management
• via telephonic/email/chat.
• Logging of service calls and documentation of all user requests and incident/problem resolutions.
• Escalate problems to 2nd and 3rd level support with agreed SLA if necessary.
• Troubleshooting system and other inhouse application problems
• Able to work shift including weekends and public holidays.

Requirement

• Minimum education high school diploma or equivalent, higher education is preferred. Basic understanding of computer hardware, software, and operating systems. 
• Minimum 3 year’s experiences in IT support or helpdesk system. 
• Familiarity with troubleshooting techniques and problem-solving. 
• Excellent customer service and interpersonal skills. 
• Ability to remain calm and patient when dealing with frustrated or upset customers. 
• Strong active listening skills to understand and address customer concerns. 
• Capability to manage multiple tasks and prioritize effectively in a fast-paced environment.