ServiceDesk / Helpdesk Agent
Must-have:Security
Your tasks
Job Description & Requirements
- Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.
- Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.
- Monitor security events, server/network availability, and system performance.
- Perform password resets and account unlocks.
- Log, manage, and escalate incidents to the appropriate Resolver Teams.
- Maintain accurate records in the Service Management System.
- Provide timely updates and ensure cases are resolved within SLA.
- Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.
Requirements
- High school diploma or equivalent.
- IT support experience or knowledge is an advantage.
- Willing to work 12-hour rotating shifts.
Other
Role: ServiceDesk Agent
Location: Depot Road