L1 Technical Support

About the Role

Handling all the Inbound calls chat and emails in service desk.

Responsibilities

Handling Basic L1 queries from end users.
Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures.
Diagnose and quickly resolve a wide range of Windows applications issues.
Good troubleshooting knowledge on internet and VPN issues.
When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System.
Install upgrade support and troubleshoot for printers related computer hardware.
Knowledge of Citrix and VPN.
Customize configure desktop hardware to meet specifications and business standards.
Email account administration i.e. account creation and management and distribution lists on Office 365.
User account administration i.e. account creation and management and password resets on Active Directory.
Familiarize end users on basic software hardware and peripheral device operation and solve basic queries.
Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool.
Configuring iPad iPhones Android for the users to enable them check emails and be connected on the go.
Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications.
Good understanding of computer systems mobile devices and other tech products.

Qualifications

Required Skills

Providing timely and accurate resolution of technical issues experienced by the Users.
Excellent communication skills.
Must be able to demonstrate a customer first approach to support.
Identify and escalate severe issues which could cause production impact.
Natural aptitude for trouble shooting problem solving.
Have solid experience in a helpdesk or technical support environment.

Preferred Skills

it 技术支持-泰语/马来语