Associate, IT/ IS

YOUR JOB RESPONSIBILITIES

• Traction of issues through Internal System.

• Escalation of issues to the IT team for timely solution.

• Management of caseload.

• Frequent updates on pending issues/cases.

• Traction of aging case.

• Daily/weekly reports to line manager.

• Provision of documentation, IT assets management.

• Work closely with Business / Product / Tech to resolve issues from end-user.

YOUR SKILLS & EXPERIENCE

• Bachelor’s Degree in Computer, telecommunications or related field preferred, ITIL certificate as a plus

• 2+ years of experience in IT Operations/Service Desk/ IT Support/Window/MacOS

• Fluent in English

• Managed a diverse and complex scope of support issues directly related to the use, support, implementation, and delivery of IT services

• Excellent analytical and problem-solving skills. Have a professional attitude and deal with customers from all levels of the organization and work well in a team environment.

• Identify the potential issues and escalate to relevant tech teams to prevent them.

• Ability to communicate incident status accurately and concisely.

• Effectively interact with various teams to provide solutions to complex technical issues.

• Able to work under pressure and keep calm in crises.

• Ability to work independently with minimal supervision.

• Ability to explain technical concepts to non-technical users.

• Share best practices with other team members to enhance the quality and efficiency of support services.