- Act as the single point of contact for employees regarding IT issues and queries via phone and ticketing channels.
- Provide 1st and 2nd level support to troubleshoot and resolve hardware and software problems, including Windows 10 and above, Microsoft Office 365, laptops, desktops, printers, mobile devices, and network connections.
- Handle IT support phone calls and tickets within defined SLA parameters.
- Log all service requests and phone calls in the Service Desk tool (ServiceNow).
- Monitor and ensure phone queue SLAs are met.
- Take ownership of high-priority issues and coordinate with other IT support teams to ensure resolution.
- Escalate unresolved tickets to the next level of support when necessary.
- Participate in the on-call rotation to provide extended coverage as required.
- Diploma or Degree in any discipline, with a keen interest in IT/Computing and at least a year of Service Desk or Technical Support experience.
- Good understanding of computer systems, mobile devices, and tech products.
- Advanced ability to gather, monitor, and document data.
- Understanding of the ITIL framework.
- Excellent customer service skills.
- Excellent verbal and written communication skills in English.
- Good knowledge of Service Desk and Call Center operations.
- Required Skills: Microsoft 365, Azure Active Directory, Exchange, MS Teams, LAN, VPN & Wireless, Antivirus, and Windows operating systems.
- Comfortable working in a call center environment across global time zones.
- 1.5-month contractual bonus
- Medical and Dental Benefit
- Life Insurance Plan
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