全职 IT Service Desk 工作, 薪水, Devloit Federal Territory 公司招聘中 - Ricebowl

• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Accept and respond to all IT related incidents and requests.
• Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
• End user will be informed of the estimated time whereby his/her ticket will be attended to.
• Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.

Key Responsibilities of Service Desk Analyst:

• Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer focused environment.
• Prioritize and resolve issues identified by customers and other teams in a timely manner.
• Will work with IT Services functional teams and other team members to ensure issue resolution in accordance with Priority metrics.
• Actively participates in team goals and objectives as per Service Desk KPI metrics.
• Ensuring the Service Desk KPI metrics are met.
• Average Speed of Answer (ASA) = not more than 60 seconds
• Customer Satisfaction (CSAT) = not less than 97%
• Time To Resolve (TTR) = 0.9 day
• Actively participates in projects, as assigned.
• Required to perform Over Time duties when needed.
• Required to work on shift, weekend, and public holidays.