Service Desk Analyst , IT-Technical Support
Nityo Infotech Services Pte. Ltd.
Selangor, MY
6 hari yang lepas
source : Monster

Responsibilities :

•Provides Level 1 technical support for all software and hardware within negotiated Service Level Agreements(SLAs).

• Logs all incidents reported via telephone, email or voice mail.

• Attempts to troubleshoot and resolve all incidents reported to the Help Desk or received via a ticketed request.

• Distributes and dispatches incidents to the appropriate support groups as needed.

• Ensures timely escalation of customer issues by gathering detailed information and assigning an appropriate priority level and resolution target.

• Conducts second level support using documented procedures and available system tools.

• Provides guidance and work leadership to less-experienced technicians.

• Participates in special projects as required.

• Coordinates and tracks all system level production down resolution as necessary per documented procedures.

• Installs and configures hardware and software as required.

• Provides support for remote users.

• Document processes and procedures as required

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