Service Desk Technician

We are looking for a Service Desk Technician with 5+ years of experience.

Responsibilities

• Monitor IT landscape (Network/Servers/Applications) and ticketing system for incoming requests, and process issues
• Frontline incident and request management
• Monitor Phone, Chat and Email systems for inbound incidents and assistance requests
• Log issues and track even when users come directly to you
• Efficient support to users including senior management and executives
• Troubleshoot and address issues directly as much as possible workstation issues, basic network issues (local network, Internet, Wi-Fi)
• Escalate to specialized teams when required, take ownership and represent the user to ensure the requests are processed
• Communicate to the user on progress in a timely manner
• Document issues, analysis, progress, and solution in the ticketing system
• Ensure processes are being followed
• Assist with onboarding of new users
• Provide basic in-house training in MS Office applications used (Word, Excel, Outlook, PowerPoint), and collaborations suite (OneDrive, O365 groups, etc.)
• Assistance and troubleshooting on IT-related equipment like Laptop, Workstation, Printer, phone systems (Polycom), mobile phones and tablets
• Contribute to team knowledge management by documenting troubleshooting and problem-resolution steps

Requirements

• Proven experience as a help desk technician or other customer support role
• Tech-savvy with working knowledge of office automation products, databases and remote control
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• BSc/BA in IT, Computer Science or relevant field
• Maintain IT equipment in meeting rooms, training rooms and conference centre
• Troubleshoot issues related to LAN network and wireless network
• Participate in projects, including the implementation of hardware and software tools and systems
• Maintain Active Directory users, groups and computer objects
• Support external users accessing given resources
• Coordinating with vendors for IT equipment repairs
• Registering, issuing and supporting MFA soft and hard tokens
• Registering, issuing and supporting email encryption tokens
• 24/7 standby support (approx. 5 shifts a year)