Service Desk and Application Support Associate  

Job Summary

The Service Desk/Application Support Associate resolves all types of IT application-related requests, including business applications, HR systems, finance systems, and others. They are also the point of contact of IT technical support to users in the Company, responsible for meeting the target service level agreement and providing excellent customer satisfaction.

Specific Duties and Responsibilities

• Resolves all tickets assigned on time to meet and exceed the agreed SLAs, includes Incident and Service Request
• Answers queries raised from various channels, including emails, phone calls, chats or through the system
• Executes change request as approved and requested
• Analyzes the workaround applied and checks for any abnormalities
• Utilizes excellent customer service skills to exceed customers’ expectations
• Documents records of tickets and updates status of progress
• Communicates new information or troubleshooting progress
• Identifies procedural or troubleshooting gaps/problems
• Accomplishes all other related duties that maybe assign from time to time

• Bachelor’s degree in any course
• Over 1 year of relevant working experience
• IT-related OJT is a plus
• Good analytical and problem-solving skills
• Good attention to detail
• Other Skills/Competencies Required:
• Knowledge of fundamental operations of relevant software and other IT applications
• Able to create instruction manuals and meaningful documentation
• Knowledgeable in using an ITSM ticketing software is a plus
• ITIL v.3 certification is a major plus