The deliverables/results the contractor will be expected to achieve:
1. Help Desk Support
2. Administrative
4. Learning and development
5. Performance of other task as may be assigned.
Mandatory skills - the absolute minimum skill level required for the candidate to be considered:
Min. 1 year in IT Help Desk tracking problems, phone / voice mail consulting
- The Help Desk Support Specialist is responsible for providing 1st level of support to all all customers with their questions about any of the supported software and computing platforms to the best of his/her ability, in a professional and courteous manner.
- Responsible for assisting all customers with their questions about the published services, software and computing platforms being supported via phone, email or remote connection
- Maintains a high degree of customer service for all support queries and adhere to all service management principles.
- Consistently logs, tags, tracks and resolves and close simple to mid-stream issues to the satisfaction of the customers.
- Properly escalate and coordinate reported incidents by following the escalation process defined
- Follow appropriate handover process for outstanding logged tickets
- Responsible for updating documentation such as calls received and type of resolution given to a client
- Coordinates with other IT internal groups including the Infrastructure and Applications groups to ensure that service level agreements with the customers are met
- Complies with the Company s Policies and Procedures, including Information Security
- Install, configure and troubleshoot MS Office Applications; PC Operating System (ex. Windows 98/XP/2000/7/Mac)
- Install and troubleshoot typical Window-based desktop applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer)
- Perform basic troubleshooting PC and network environments
- Respond quickly and courteously to customers asking help via phone, email, remote access, or onsite support; and provide answers to all questions addressed to them.
- Conduct research and make use of information resources and knowledge bases at hand, and coordinates with other Help Desk Support Specialists and internal IT colleagues to provide resolution to inquiries and concerns.
- Comply with the defined SOP for all tasks assigned
- Adhering to the defined SLA with customers
- Closes tickets as soon as they are resolved/li>
- Maintains and updates daily monitoring of deliverables of service/li>
- Prepares and submits needed reports/li> 3. Team Work
- Flexibly adjust schedule ensuring 24 x 7 service./li>
- Ensures timely and accurate turnover of activities to the next Help Desk team member on duty
- Expand knowledge on business process and IT related information
- Stay abreast of current technology, system information, problems, changes and updates relevant to the team
- Bachelor s or College degree in Computer Science, Computer Engineering, Information Technology and/or related field.
- Has at least one (1) year of experience on tasks related to IT Help Desk including but not limited to problem tracking, phone consulting, voicemail consulting among others.
- Exposure in technical set-up, configuration and maintenance of different applications, network environments, software tools an advantage.
- Exposure in dealing and talking with end customers.
- Can speak French and English
- Organized and able to set priorities
- Strong interpersonal skills and ability to deal effectively in a team environment
- Ability to grasp system information and technical functions and ability to explain them into layman terms/words for easy understanding of end-customers
- Strong verbal and written communication skills
- Ability to organize, prioritize and schedule work assignments
- Has strong customer service orientation
- Proficient in Windows-based computer operations
- Knowledgeable with MS Office, SQL Database, Windows operating systems
- Thai language or Portuguese speaking, a plus factor
- Honesty and Integrity
- Professional
- Resourceful and self-motivated
- Persevering and patient
- Eye for details
- Sense of urgency
- Sense of commitment
- Team orientation
- Practical and logical
- Strong communication skills
- Hard working
- Willing to work long hours
- Can work well under pressure and minimal supervision
- To provide 24x7 services to the company, Global Help Desk will work on different shifts
- Some days may be heavy while others may be light. Longer hours may be required when a need arises