Information Technology Help Desk

Requirements: Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum 1 year of experience in IT Helpdesk or Information Technology. Willing to work night shifts. Proficient in Windows operating systems. Understanding of computer network concepts, including TCP/IP, DNS, and DHCP. Familiarity with productivity software such as Microsoft Office and Google Workspace. Knowledge of basic network security concepts and the ability to use security software like antivirus and firewalls. Good communication skills, both written and verbal. Have Basic knowledge of IT (network and IT equipment) Familiar with SLA, Service Desk Flow, Ticket Analysist, Problem Management, Creating SOP Good Interpersonal and Communication skills Passionate to learn, hardworking, good team player

Job Descriptions: Responds to telephone calls, e- mail, and personal requests for technical support related to computer systems, software and hardware Documents, tracks, and examine problems to ensure timely solutions Review service request from user to make sure complied with regulation Ensures to submit Monthly Status Reports (MSRs) Responsible for creating Trouble Tickets that are correct and responded to within the SLA time frame Responsible to do first level troubleshooting Responsible for dispatching/escalating each Trouble Ticket to the right department Writes how-to-guides, editing, and revising it with updated information when necessary Provides technical assistance for questions and problems Follows through with customers to ensure full resolution of issues Asks relevant questions to determine nature of problem