Summary:

The L1- Helpdesk Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA.

The L1- Helpdesk Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate escalation group.

The L1- Helpdesk Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices and videoconferencing equipment.

Areas of Responsibilities:

• Incident Management

• Problem Management

• Diagnostic and Analysis

• Operation and Support

• Act as first point of contract for phone calls and emails from client regarding

IT/software/application issues and account related queries.

• Triage, Investigates, Troubleshoots and provide resolution on assigned tickets within the shift

• Log all calls on the call logging system and CRM and maintain full documentation

• Manages and coordinates urgent and complicated support issues to proper escalation group

Required Skills/ Experience / Competencies

• Bachelor’s degree in Information technology

• Should have worked as a Support Associates in any IT or BPO company for at least 2 years.

• Must have experience in handling POS related inquiries

• Experience with cloud-solutions and cloud-deployment of applications. (Microsoft Azure is an

advantage).

• Must be able to multi-task and keep calm under pressure

• Understanding of Ticket Life Cycle and SDLC

• Experience in Helpdesk, Service Desk and Support (Application and Technical)

JOB REQUIREMENTS

• Full-time, Permanent employment

• Shifting Schedule (hybrid-set up)

Please refer to job description.