Senior IT Helpdesk Support

We are looking for an experienced, independent Helpdesk Support professional as the go-to person for providing support across to all users. As part of our IT team, your responsibilities for this role includes all systems, servers, desktop support and processes covering the elements of end user computing within the regional business.

 Day to Day Responsibilities

• Take ownership and be a central point of contact, for any issue reported by our internal and external customers, ensuring professional and regular communication is provided.
• To provide 2nd and 3rd line support at the required service levels for all IT solutions with the technical support strategy covering all in-house and vendor-purchased systems in use by the business
• Work with other internal support groups and vendors of 3rd party in order to resolve issues with the implementation or operation of systems and services
• Manage Desktop Support Services, providing direction, support and guidance.
• Participates and/or leads project efforts for continual improvement for customer-facing tasks, project related tasks as well as internal process-related improvement items.
• Incident resolution, provide frontline user support, ensuring user issues are attended to according to their priority level and SLA.
• Contribute to the effective and efficient handling of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills.
• Analysis, troubleshooting and escalation of IT problems internally and to external vendor partner.
• Vendor Management
• Responsible for continuous development and self-improvement around IT knowledge and business processes. 
• Provisioning of users’ devices according to company policies.
• Responsible for Audit related tasks.

Job Requirement

• Minimum 5 years of relevant working experience, in a fast-paced environment.
• MCSE or similar extensive experience working with Microsoft Operating Systems and applications required. 
• Technical Skills Requirements
  • Good understanding of Windows 7/10 and Microsoft Active Directory
  • Proficient in working with and troubleshooting issues related to Microsoft 365 Suites including Exchange client support
  • Basic IP networking knowledge to troubleshoot connectivity related issue
  • Exposure to Cisco Telephony would be added an advantage
  • ITIL Certification – Incident, Problem, Change and Asset Management
• Soft Skills Requirements
  • Possess a strong customer service mindset
  • Excellent communication skills – must have the ability to convey complex problems to a non-technical audience
  • Strong analytical skills – competent in performing root-cause analysis and undertaking structured problem solving
  • Must possess the aptitude to learn complex concepts quickly and be able to relay the information
  • Effectively managing your time by prioritizing urgent and important tasks.
  • A self-starter, accountable and pro-active in resolving issues.
  • Able to work well with team members as well as independently.

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