Administrator (Support & Operations)

Job Summary

Job Description : Primary Skill: Service Desk (English)

Job Summary : We are seeking a dedicated IT Service Desk Agent to join our End User Computing Support team. The ideal candidate will be responsible for providing Level 2 support to end users, ensuring the smooth operation of their computing environment. This role involves troubleshooting hardware and software issues, managing service requests, and maintaining a high level of customer satisfaction

Key Responsibilities

Job Responsibilities : • Provide Level 2 support for end user computing issues, including hardware, software, and network-related problems.

• Respond to and resolve service requests and incidents in a timely manner, ensuring adherence to SLAs.
• Perform remote troubleshooting and diagnostics to identify and resolve technical issues.
• Maintain accurate records of all service requests and incidents in the ticketing system.
• Assist in the deployment and configuration of end user devices, including desktops, laptops, and mobile devices.
• Provide support for software installations, updates, and patches.
• Conduct regular follow-ups with end users to ensure issues are resolved to their satisfaction.
• Participate in the development and maintenance of knowledge base articles and documentation.
• Stay up-to-date with the latest trends and technologies in end user computing.

Skill Requirements

Skill Requirement : • Bachelor's degree in Computer Science, Information Technology, or a related field.

• Minimum of 3 years of experience in an IT service desk or end user computing support role.
• Strong knowledge of Windows client operating systems.
• Experience with remote troubleshooting tools and techniques.
• Familiarity with IT service management frameworks such as ITIL.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Willingness to work in a 24/7 support environment.

Other Requirements

Other Requirement : • Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.

• Experience with service desk ticketing systems such as Service Now.