HELPDESK SUPPORT

JOB DESCRIPTION
HELPDESK SUPPORT
Job Title IT Support Associate
Job Family Business Services
Job Code To be provided by Human Capital Department
External Job Title IT Support Associate
Exempt Status Exempt
Career Framework Level To be provided by Human Capital Department
Reporting To Business Services Manager
Job Family Summary:
The department provides Information Technology services to internal and external stakeholders and enables all aspects of the business operational and administrative needs. The department also plays an active role in terms of collaboration with external stakeholders (providers, regulators and payers) to make available and support the overall operational needs in terms of data reporting, systems integration and technical consultations
Role Summary:
Help desk support will be the go-to person for providing technical assistance and support related to computer systems, hardware, and software. The role will be responsible for answering queries and addressing system and user issues in a timely and professional manner. The help desk team will train users on basic system and computer functions. Understanding and proactively maintaining daily system performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of the help desk support’s day-to-day role
Primary Responsibilities:
• Provide L1 and L2 Support by directly engaging with clients to resolve issues.
• Monitor and respond quickly to incoming requests relate to IT issues.
• Serving as the first point of contact for customers seeking technical assistance over the phone or email
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Maintain computer systems and act as support if any system experiences downtime.
• Maintain user PCs, including upgrades and configuration as needed.
• Assist with onboarding of new users.
• Install, configure, and upgrade PC software.
Job Requirements:
• Must be communicate effectively with clients and internal departments
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• General awareness of computer systems, PC repair, and network management
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux/Mac OS environments
• Familiarity with remote desktop applications and help desk software
• Understanding and appreciation for information security within systems and user devices.
• Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders, budget, and time
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
Key Performance Indicators (KPI’s).
1. Remediation of tickets must be in line with the support policy and SLA agreed with Client. (30%)
2. All tickets must be responded to within 20 minutes of their creation and resolved as per TAT. (30%)
3. User onboarding, asset management and configuration must be document and implement in full details. (20%)
4. 20%
If you are interested for job vacancy, pls send me your CV to [email protected]