Analyst - English, Mandarin, Microsoft Windows

Job Summary

Job Description : Key Responsibilities\\r\\n Incident & Request Management\\r\\n\\r\\n Act as the primary point of contact for all IT-related incidents and service requests.\\r\\n Log, categorize, prioritize, and assign tickets using ITSM tools.\\r\\n Perform first-level diagnosis and resolution of user issues.\\r\\n Monitor ticket queues and ensure timely resolution within SLA targets.\\r\\n Escalate unresolved incidents to appropriate support groups while maintaining ownership of the ticket. 🚨Hiring:...e internal | Viva Engage, Schedule 3...F3.0_Final | Word\\r\\n\\r\\n End User Support\\r\\n\\r\\n Provide technical support for:\\r\\n\\r\\n Windows operating systems\\r\\n Microsoft Office applications\\r\\n Outlook and Teams\\r\\n Active Directory account administration\\r\\n Password resets and account unlocks\\r\\n Printers and peripheral devices\\r\\n Remote access and VPN connectivity\\r\\n Basic network connectivity issues 🚨Hiring:...e internal | Viva Engage, Hi Team,\\r\\nI...ith expert | Viva Engage, Service_De...quirements | Word\\r\\n\\r\\n\\r\\n\\r\\n Customer Service\\r\\n\\r\\n Deliver excellent customer service through professional communication.\\r\\n Provide regular ticket status updates to users.\\r\\n Ensure high customer satisfaction through timely and effective issue resolution.\\r\\n Handle customer interactions through phone, email, chat, and self-service platforms. 🚨Hiring:...e internal | Viva Engage, Lot-4 Serv...cification | Word\\r\\n\\r\\n Knowledge Management\\r\\n\\r\\n Utilize existing knowledge base articles and SOPs to resolve incidents.\\r\\n Document troubleshooting steps and resolutions in the ITSM tool.\\r\\n Contribute to the continuous improvement of knowledge articles and FAQs. Appendix 2 SOW | Word, Service_De...quirements | Word\\r\\n\\r\\n Process Compliance\\r\\n\\r\\n Follow ITIL-based Incident, Request, Knowledge, and Change Management processes.\\r\\n Ensure accurate ticket documentation and reporting.\\r\\n Maintain compliance with security and operational procedures. Transition..._Formatted | Word, Lot-4 Serv...cification | Word, B.8_IT Ser...k services | Word\\r\\n\\r\\n\\r\\n Required Skills\\r\\n Technical Skills\\r\\n\\r\\n Windows 10/11 administration\\r\\n Microsoft Office 365\\r\\n Active Directory / Entra ID basics\\r\\n Outlook and Microsoft Teams\\r\\n Service Now or similar ITSM tools\\r\\n Basic networking concepts (DNS, DHCP, TCP/IP, LAN/WAN)\\r\\n Remote support tools\\r\\n Printer and peripheral troubleshooting 🚨Hiring:...e internal | Viva Engage, Hi Team,\\r\\nI...ith expert | Viva Engage, Service_De...quirements | Word Job Summary : Key Responsibilities Incident & Request Management Act as the primary point of contact for all IT-related incidents and service requests. Log, categorize, prioritize, and assign tickets using ITSM tools. Perform first-level diagnosis and resolution of user issues. Monitor ticket queues and ensure timely resolution within SLA targets. Escalate unresolved incidents to appropriate support groups while maintaining ownership of the ticket. 🚨Hiring:...e internal | Viva Engage, Schedule 3...F3.0_Final | Word End User Support Provide technical support for: Windows operating systems Microsoft Office applications Outlook and Teams Active Directory account administration Password resets and account unlocks Printers and peripheral devices Remote access and VPN connectivity Basic network connectivity issues 🚨Hiring:...e internal | Viva Engage, Hi Team, I...ith expert | Viva Engage, Service_De...quirements | Word Customer Ser

Key Responsibilities

Job Responsibilities : Key Responsibilities Incident & Request Management Act as the primary point of contact for all IT-related incidents and service requests. Log, categorize, prioritize, and assign tickets using ITSM tools. Perform first-level diagnosis and resolution of user issues. Monitor ticket queues and ensure timely resolution within SLA targets. Escalate unresolved incidents to appropriate support groups while maintaining ownership of the ticket. 🚨Hiring:...e internal | Viva Engage, Schedule 3...F3.0_Final | Word End User Support Provide technical support for: Windows operating systems Microsoft Office applications Outlook and Teams Active Directory account administration Password resets and account unlocks Printers and peripheral devices Remote access and VPN connectivity Basic network connectivity issues 🚨Hiring:...e internal | Viva Engage, Hi Team, I...ith expert | Viva Engage, Service_De...quirements | Word Customer Service Deliver excellent customer service through professional communication. Provide regular ticket status updates to users. Ensure high customer satisfaction through timely and effective issue resolution. Handle customer interactions through phone, email, chat, and self-service platforms. 🚨Hiring:...e internal | Viva Engage, Lot-4 Serv...cification | Word Knowledge Management Utilize existing knowledge base articles and SOPs to resolve incidents. Document troubleshooting steps and resolutions in the ITSM tool. Contribute to the continuous improvement of knowledge articles and FAQs. Appendix 2 SOW | Word, Service_De...quirements | Word Process Compliance Follow ITIL-based Incident, Request, Knowledge, and Change Management processes. Ensure accurate ticket documentation and reporting. Maintain compliance with security and operational procedures. Transition..._Formatted | Word, Lot-4 Serv...cification | Word, B.8_IT Ser...k services | Word Required Skills Technical Skills Windows 10/11 administration Microsoft Office 365 Active Directory / Entra ID basics Outlook and Microsoft Teams Service Now or similar ITSM tools Basic networking concepts (DNS, DHCP, TCP/IP, LAN/WAN) Remote support tools Printer and peripheral troubleshooting 🚨Hiring:...e internal | Viva Engage, Hi Team, I...ith expert | Viva Engage, Service_De...quirements | Word

Skill Requirements

Skill Requirement : Service Desk

Other Requirements

Other Requirement : NA