Role Description Provides technical phone support for customers and conducts problem analysis for incidents involving moderately high complexity; escalates to and coordinates problem resolution with other IT groups and/or external vendors, as appropriate; maintains knowledge of supported sites standard equipment and technical environment, acts as technical representative to its customers; services ID requests for supported environment and grants access authority to applications and databases, as assigned. - Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. - Acts as representative of technical services to its customers. Initiates, escalates or resolves problem tickets and/or service requests. - Troubleshoots and resolves technical problems, escalates to support resources. - Facilitates closure to problem ticket/service requests while meeting or exceeding defined service level expectations. - Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate tools. - Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner. - Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources. - Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers. - Must be able to provide clear, concise information through written and verbal communications. - Provides comprehensive help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support. - Conducts problem determination for incidents/problems involving medium to moderately high complexity using documented procedures and available tools. - Using appropriate tools, escalates and coordinates problems to internal IT partners and external vendors. - Take part in mentoring process. - Comprehensive knowledge of all site standard equipment and facilities. - Advanced knowledge of non-standard but commonly used products including escalation procedures. - Is able to partner with internal IT operations and external vendors to solve technical problems. Qualifications - High school diploma or equivalent required. - Bachelor’s degree preferred or equivalent relevant business experience or certifications. - 1+ year of helpdesk analyst experience plus related technical knowledge or experience. - Fluent English. Requirements - IT Support and Troubleshooting. - Software / Tool Skills: - ServiceNow – Entry level (1-3 years) or equivalent: - BMC Helix ITSM (Remedy) - Cherwell Service Management (Ivanti Neurons for ITSM) - Freshservice (by Freshworks) - Jira Service Management (by Atlassian) - Ivanti Service Manager - ManageEngine ServiceDesk Plus - SysAid - TOPdesk - SolarWinds Service Desk - Zendesk for ITSM - Nice to have: - MS Office Suite - Entry Level (1-3 Years) - AWS - Entry Level (1-3 Years) - IT Hardware - Entry Level (1-3 Years) - OneDrive - Entry Level (1-3 Years) - Microsoft Edge - Entry Level (1-3 Years) - Chrome Browser - Entry Level (1-3 Years) - Intune - Entry Level (1-3 Years) - IPhone Mobile - Entry Level (1-3 Years) - OKTA - Entry Level (1-3 Years) - Outlook - Entry Level (1-3 Years) - MS Teams - Entry Level (1-3 Years) - Azure - Entry Level (1-3 Years) Benefits - Competitive salary and performance-based bonuses. - Comprehensive benefits package: Grocery vouchers, saving funds, SGMM, etc. - Career development and training opportunities. - Dynamic and inclusive work culture within a globally renowned group. - Private Health Insurance. - Pension Plan. - Paid Time Off. - Training & Development.