IT Service Desk Specialist  

Key Results Areas /Job Responsibilities:

1. Help Desk Support a. Install, configure and troubleshoot MS Office Applications; PC Operating System (ex. Windows 98/XP/2000/7/Mac);

b. Install and troubleshoot typical Window-based desktop applications (Anti-Virus, MS Project, Acrobat Reader, Internet Explorer);

c. Perform basic troubleshooting PC and network environments;

d. 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.

e. Conduct research and make use of information resources and knowledge bases at hand, and coordinate with other

Help Desk Support Specialists and internal IT colleagues to provide resolution to inquiries and concerns.

f. Comply with the defined SOP for all tasks assigned;

g. Adhering to the defined SLA with customers;

2. Administrative

a. Closes tickets as soon as they are resolved;

b. Maintains and updates daily monitoring of deliverables of service;

c. Prepares and submits needed reports;

3. Teamwork

a. Flexibly adjust schedule ensuring 24 x 7 service.

b. Ensures timely and accurate turnover of activities to the next Help Desk team member on duty;

4. Learning and Development

a. Expand knowledge on business process and IT related information;

b. Stay abreast of current technology, system information, problems, changes and updates relevant to the team

• Bachelor’s degree in computer science, information technology, or a similar field.
• With working experience as a help desk specialist.
• Advanced knowledge of computer hardware systems.
• Knowledge of computer software systems, including databases, office applications, and operating systems.
• Excellent analytical and diagnostic skills.
• Advanced knowledge of help desk software and remote-access systems.
• High-level communication skills.
• Ability to troubleshoot complex hardware and software issues.
• Patience and understanding.