Duties and Responsibilities:
• Primarily responsible for answering Helpdesk support calls.
• Ensure any administrative requests, such as password resets are resolved immediately.
• Be focused on answering calls and routing to the right person.
• Responsible for overseeing the helpdesk queues, ensuring helpdesk tickets are balanced evenly across the team.
• Ensuring tickets or related problems go to the same tech to ensure consistency and resolution.
• Auditing support calls and Helpdesk tickets, ensuring the highest standard of customer service is maintained.
• Assist with customer reporting, KPIs, trending, and problem analysis.
• Identify opportunities to improve service delivery and overall customer experience.
• Monitor ITSM ticket dashboard.
• Help escalate tickets using the escalation process to Level 2 and Level 3.
• Update Microsoft Teams shift schedule according to departmental managers.
Qualifications:
• Preferably with a bachelor's degree in Computer Science or any related courses.
• With at least 2-3 years of recent IT operations work experience in MSP (Managed Service Provider)
• Must be knowledgeable in Enterprise Wireless, such as Aruba/Ruckus.
• Good understanding of IT technology and Hardware.
• Ability to streamline office administration tasks
• Basic computer skills Windows and Microsoft Office.
• Must have Strong verbal and non-verbal English communication skills.
• Excellent organizational and time management skills.
• Able to multitask.
• A team player is a MUST.
• Ability to promote a happy and positive workspace.
• Being passionate about helping others and supporting each other's happiness is a MUST.
• Must be willing to work on a night shift schedule.
• Must be willing to work on weekends and holidays.