Total 2,484 it analyst job vacancies in Customer Service category in Malaysia

Job Responsibilities :

• To handle and respond to enquiries and liaisons with customers
• To be responsible in resolving customer support issues
• To raise internal work requests to ensure customer requests, enquiries about
  products and services are met and internal requests are followed up in the interestof customer satisfactions.
• To effectively assist the Manager in performing all the operational and
  administrative tasks related to services sales support area and the Key Accounts.

Competency Requirements :

• Candidate must possess at least a Diploma in Technical or Business field
• Teamwork attitude, high energy level and proactive behavior
• Good communication and interpersonal skills
• Customer and people oriented
• Have technical knowledge
• Ability to multitask
• Immediate available would be an advantage

Perks & Benefits

• Medical insurance
• Personal leave
• Open culture
• Personal development opportunities

This post is created for testing purpose only. Do not apply any job on this post.

Perks & Benefits

• Employee equity
• Commission and bonus
• Allowance (travel stipends, transportation, etc.)

Join one of the UK’s leading distributors of electrical products and solution providers with 250+ branches nationally with a core value to develop talent & internal progression.

We are looking for an IT Service Desk Analyst to join our Birmingham office (B26):


- Contracted to 37.5 hours per week
- Monday to Friday – shifts between 07:00 - 17:30
- Hybrid working offered
- No bank holiday working required

Benefits:

- 25 days holiday plus your birthday day off after 1 years’ service
- Pension scheme & Life assurance
- Great online training academy
- Employee focused company with progression opportunities


As an IT Service Desk Analyst, you will be the 1st line support for the whole company, you will ensure a smooth running of IT systems throughout the business.

Working as part of the IT team, answering calls from colleagues to provide remote access support on a full spectrum of IT problems covering software, hardware, mobile devices, laptops, desktops, printers, and networks.

You will need to take ownership of calls, providing excellent customer service to colleagues and understand when to liaise with 3rd party providers to facilitate resolutions where external support is required to resolve the issue.


IT Service Desk Analyst - Experience & Attributes:

- Customer focused, ideally with experience of working on a 1st line service IT desk
- IT support experience on ERP (Enterprise resource planning) systems
- Solid understanding of Microsoft packages & Windows environment in a retail/warehouse setting
- Experience of providing support on Hardware - desktop, laptop, handheld, mobile and telephony.
- A flexible approach and an ability to work under pressure
- Embracing of change and new technologies
- Proactive approach and a natural flair for building relationships with customers


PLEASE APPLY ONLINE TODAY and a member of the team will be in touch

Suitable for: Technical support analyst, information technology specialist, system administrator, IT help desk, network administrator, desktop support, IT support

Our client believes that this role does not meet the criteria to be considered within the Home Office Shortage Occupation list. Therefore, they will not support an application for visa sponsorship and all applicants for this role must have an unrestricted right to work in the UK

Proud member of the Disability Confident employer scheme

Job Description:

• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status

Skills Required:

• Working experience as a Service Desk Analyst
• Experience on Microsoft Exchange / Outlook,Microsoft Windows

To apply please click the Apply button or send us your updated profile to recruit@percept-solutions.com

EA Licence No.:18S9405 / EA Reg. No.:R1330864

Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.

IT Support Analyst

Acacium Group

Remote, with occasional travel to UK offices

12 month FTC, Full Time

Competitive Salary, plus excellent benefits, and bonus

Unlock your potential:

Are you looking for a new role within a technically driven environment? Do you enjoy working in a customer facing capacity, covering all aspects of transformation, operations, projects, and delivery? If you would like an opportunity that can provide autonomy, working across multiple platforms and technologies, then read on!

Our Tech & Transformation division are looking to recruit an IT Support Analyst, that will work alongside the Applications and Platforms team. The role will cover all aspects of maintenance and enhancements to core line business applications within the group.

When you join Acacium Group, you will work in a caring culture that prioritises your well-being, is passionate, and delivers with integrity. Constant and reliable, we care about every colleague having a fulfilling and positive experience as part of our team. From personal development to career pathways and opportunities, flexible benefits, and being part of a global business, we help every person be the best version of themselves.

Every day you will…

Work with the Application Support team, making and aiding the resolution of incidents, and collaborate as a subject matter expert with internal stakeholders.
Collaborate with wider teams and partner to translate user stories into technical outcomes, including developing, testing and delivering changes in line with business requirements.
Assist in delivering roadmap items for regular releases, maintaining JIRA boards and contributing to SCRUM ceremonies.
Help to manage high volume tickets, using troubleshooting and root cause analysis to resolve problems.
Assist with access control audit processes.
Aid in the preparation of test plans for new software releases, conducting E2E/Regression testing on new releases & functionality and update findings.
Assist the coordination of User Acceptance Testing.
What’s in it for you?

In return for your hard work, we offer an exciting place to work, with a wide range of benefits, rewards, and opportunities to grow your career, including:

Opportunities to enhance your experience and skillset by moving across the global organisation
Flexible working model with opportunities to work from home
Annual performance bonus scheme
Workplace pension scheme
Gym Flex – discounted gym memberships UK wide
Discounted Tastecard membership
Reward Portal, offering discounts on shops, restaurants and bars
Cycle to Work scheme
Health Assessments and Dental Insurance
Life Assurance and Critical Illness Cover
Join us and make a difference!

If you want to join a global, marketing-leading organisation who are committed to the human side of business, then look no further. Acacium Group is a global healthcare solutions partner offering staffing, managed services and innovative delivery models to health and social care systems and the life sciences industry. We are a business with scale, leading digital capabilities and a strong financial profile, with a vision to be the leading global healthcare solutions partner.

We are powered by the best people and have an unrivalled and diverse range of capabilities, all while incorporating our company values into everything we do - Putting People First, Always by your Side, Driven by Excellence.

Join us and play a key part of shaping the future of society and improving people’s lives!

To thrive in this role, you must ideally have…

Experience managing a CRM application / suite of applications.
Proven experience providing either application or service desk support.
Working experience using Confluence and JIRA.
In depth knowledge and understanding of Agile methodologies.
Demonstrated understanding of IT Service Management (ITSM) principles.
Our Inclusion Commitment:

We are passionately committed to being a truly inclusive and diverse company- it is at the heart of our core value of Putting People First. We continue to enhance our culture of inclusion and diversity across all of our roles and actively encourage applications from all backgrounds and communities.

Proud member of the Disability Confident employer scheme

We are recruiting for an experienced Field Support Analyst for our client. On offer is a 3-month initial contract inside IR35 at a daily rate up to £240 per day. This role will incorporate 3 days per week in the Doncaster office and then 2 days on the road including overnight stays, all expenses paid - you will need to be fully flexible.

What you will be working on:
You will provide 2nd line technical support to IT users in the field. You will diagnose and troubleshoot common hardware, software, and networking issues and assist with computer software integration. You may work either on-site or remotely to help with software installations, network failures, hardware faults, and other IT-related problems. The role will also assist in logging and resolving user incidents/service requests using the IT Service Management Tool, monitoring progress and, keeping users appraised of events and updates.

Key responsibilities:

• Identify and carry out any immediate corrective action that can resolve or contain issues directly.
• Monitor the progress of incidents and keeps all interested parties informed.
• Resolve incidents, verifying the resolution and confirming with the customer.
• Work with 1st and 3rd line support groups to assist with resolution where necessary.
• Escalate and progress the severity of support issues as required.

You'll need experience with:

• Microsoft Windows 10 and 11 Desktop Operating Systems
• Microsoft Windows Server 2016 and later versions
• Microsoft Office 365 and other windows based applications.
• Web applications, PC, Laptop and Printer hardware, iPhones and iPads.
• Active Directory services.
• Mobile Device Management

What you'll get in return
You will be earning up to £240 a day inside IR35, on a 3-month initial contract (with the aim of transferring to a permanent role). This role will incorporate 3 days per week in the Doncaster office and then 2 days on the road including overnight stays, all expenses paid - you will need to be fully flexible.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Are you looking for a new position? A fantastic opportunity has arisen with a world-class facilities management Company based at their Head Office in Surrey, England.

• Service Desk Analyst
• £19.50
• Temporary Role
• Monday to Friday
• 35 hours a week
• Early shift 8 am start
• Late shift 10 am start

Role Responsibilities:

• Provide a 1st time fix resolution to customers of the service desk
• Management & distribution of mobile, computing, & software assets based on approved requests from the business
• Liaise with all other IT functions on the escalation and resolution of service tickets, the creation & management of service accounts
• Support IT training support over the phone, or through material creation by way of "cheat sheets" or simple notes
• Liaise with external 3rd parties to provide subcontracted services ie calling out engineers to faulty equipment.

The ideal candidate:

• The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem, and Service Request management.
• A patient and "customer first" manner is essential for this role
• Able to manage their time to provide successful outcomes per the department KPIs.
• A proactive and "can do" approach is key to the successful outcome for the department and this role.

If you are interested in this position, please contact Laurie on 029222 60797.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.

Job Advert

The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring
smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving
hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more
complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide
excellent customer service, solving technical challenges, and contributing to a collaborative IT team.




Key Responsibilities include:




* Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and
troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise
manner.
* Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on
urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
* Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep
end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and
support for various applications and technologies.
* Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to
the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
* Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues
to appropriate teams or specialists when necessary.
* Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents.
Contribute to the development of proactive solutions to common problems.




Qualification & Experience:




* Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL
foundation qualification would be a bonus.
* Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
* Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking
concepts.
* Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
* Strong interpersonal and communication skills.
* Patience and the ability to remain calm under pressure.
* Analytical and problem-solving mindset.
* Willingness to learn and adapt to new technologies.

Location: DarlingtonSalary: Up to £26,000 per annumContract: PermanentHours: 37.5 hours per week

An exciting opportunity has arisen to join Redde Northgate's IT Service Desk Team as an experienced Service Desk Analyst, which provides first line IT support to end users across the business.
Working out of our Darlington office, your main role will involve efficiently handling and documenting customer contacts from various channels, accurately capturing all essential details. Leveraging your technical expertise, you'll provide timely diagnoses and resolutions to ensure exceptional service delivery.
You will make personalised decisions and actions whilst maintaining a high standard of customer service throughout all interactions. Additionally, you will support with onsite desk support and ad hoc duties when required.
Following completion of probation, you also have the potential to be on a on-call rotation to address urgent IT issues outside of the core business hours including evenings, weekends and Bank Holidays.

What’s in it for you?
Salary- Up to £26,000 per annum per annum depending on experience.
Annual leave- 24 days, rising to 26 with length of service. Of course, you’ll have public holidays too and we’ll even help you celebrate with an extra day off for your birthday!
Pension- 5% Employer Contributions.
Financial Benefits- save-as-you-earn scheme, employee referral scheme- earn £1,000 per person you successfully refer, free life assurance and access to our Benefits App offering unlimited access to a huge range of retailer discounts and cashback deals (incl. Tesco, Asda, Currys, B&Q & Wickes to name just a few).
Lifestyle & Wellbeing Benefits- discounted & flexible gym memberships, eye care vouchers, a cycle to work scheme, a 24/7 Employee Assistance Programme with an NHS Approved mental well-being mobile app.
Motoring Benefits- access to an employee vehicle-leasing scheme, discounted vehicle repairs and discounts on weekend vehicle hire and van hire.
Professional Development - We have partnered with Plurasight to offer you the most relevant content authored by industry expert, giving you access to thousands of courses, skills test and learning paths.
We're so excited to have recently launched Wagestream for all our colleagues - a Financial Wellbeing app that gives you more control over your pay. Not only does it let you choose when to get paid it also lets you put money aside each month and in addition you can get discounts on your shopping, check what benefits you're eligible for and can even put you in touch with a financial coach!

About you:

You have a customer focused approach, where the user experience is at the forefront of what you do.
You can demonstrate a passion for providing excellent customer service.
You’re able to take a logical approach to fault finding and problem resolution.
You have a “Can Do” attitude and are results driven.
You’re confident in engaging and challenging across all levels.
You have a keen eye for detail and are able to multitask effectively in a fast-paced environment.


About usRedde Northgate is the leading integrated mobility solutions platform providing services across the vehicle lifecycle through our broad mix of operating companies. We support our customers through a network and diversified fleet of over 125,000 owned and leased vehicles, together with over 600,000 managed vehicles. Today we are made up of 6,700 colleagues across 175 sites throughout the UK, Ireland, and Spain, and continue to grow. Our Group IT team are at the heart of our business and key to our success.

Be part of our futureIf you would love to join our team as a Service Desk Analyst, we encourage you to find out more. Apply today!

- Help to ensure the Service Desk attains and seeks to improve internally set and customer facing targets. - Monitor and action the IT Service Desk queue for the team, efficiently responding to queries within agreed Service Level Agreements. Customers/Users should be kept informed of progress. - Escalate customer issues and requests to Service Desk Supervisors. - Assess the impact and urgency of calls to enable appropriate prioritisation in line with Service Level Agreements - Champions a customer-focused approach and the delivery of high-quality products that respond to customers needs. - Participate in the review and resolution of major incidents where required - Assist in the maintenance of IT asset inventories as required. - Be able to work within other IT Service Desk teams as required by the needs of the service. - Prepared to undertake and complete tasks outside of their job description on an as-required basis in response to business demands. - Undertake other duties that are considered to be within the general scope of this post as required by the Service Desk Supervisor.

We have a great opportunity for an IT Service Desk Analyst to join our in -house IT Team on a full time, permanent basis. We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.

The role

The IT Service Desk Analyst plays a crucial role in delivering technical support to end-users, ensuring the timely resolution of IT issues, and maintaining a positive user experience. This position involves responding to service requests, troubleshooting problems, and collaborating with various IT teams to deliver effective solutions. Full life cycle support of end user computing devices across HPG and on site-support of IT equipment as required. Working within a managed services environment, you will be responsible for completing service support/delivery tasks which fall outside of our supplier’s responsibility, or which require specific on-site assistance. Working in conjunction with the IT Service Desk Manager, you will log & triage calls, complete first line fix. support, refine and improve the processes and procedures in place with our suppliers to ensure continual service improvement.
What skills and experience we are looking for:
ITIL V3 or V4 foundation (essential); specialist certifications (desirable)
Experience of JIRA service Desk tooling (desirable)
At least one years’ experience in an IT Service Desk lead/Manager role
Technical Proficiency: In-depth knowledge of IT systems, networks, and software applications, coupled with the ability to troubleshoot and resolve technical issues efficiently.
Ability to use O365 products including SharePoint and Teams
Problem-Solving Abilities: Analytical mindset and the ability to diagnose and resolve technical issues efficiently.
Unfazed by having several competing priorities to manage.
Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders effectively.
Adaptability: Flexibility to adapt to changing technologies, processes, and work environments.

We can offer you

We offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information. .

About us

As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.

Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.

Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.

If you want to be part of an organisation that’s determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.

How to apply

Please apply by clicking apply within this advert, including your CV and cover letter within your application. Should you have any questions please contact careers@housingplusgroup.co.uk

Closing date: Monday 29 April 2024 - interviews will take place throughout the advert

We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
We may close this vacancy early if we receive a high volume of applications. Don’t delay – apply today to avoid disappointment.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

We have a great opportunity for an IT Service Desk Analyst to join our in -house IT Team on a full time, permanent basis. We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.

The role

The IT Service Desk Analyst plays a crucial role in delivering technical support to end-users, ensuring the timely resolution of IT issues, and maintaining a positive user experience. This position involves responding to service requests, troubleshooting problems, and collaborating with various IT teams to deliver effective solutions. Full life cycle support of end user computing devices across HPG and on site-support of IT equipment as required. Working within a managed services environment, you will be responsible for completing service support/delivery tasks which fall outside of our supplier’s responsibility, or which require specific on-site assistance. Working in conjunction with the IT Service Desk Manager, you will log & triage calls, complete first line fix. support, refine and improve the processes and procedures in place with our suppliers to ensure continual service improvement.
What skills and experience we are looking for:
ITIL V3 or V4 foundation (essential); specialist certifications (desirable)
Experience of JIRA service Desk tooling (desirable)
At least one years’ experience in an IT Service Desk lead/Manager role
Technical Proficiency: In-depth knowledge of IT systems, networks, and software applications, coupled with the ability to troubleshoot and resolve technical issues efficiently.
Ability to use O365 products including SharePoint and Teams
Problem-Solving Abilities: Analytical mindset and the ability to diagnose and resolve technical issues efficiently.
Unfazed by having several competing priorities to manage.
Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders effectively.
Adaptability: Flexibility to adapt to changing technologies, processes, and work environments.

We can offer you

We offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information. .

About us

As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.

Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.

Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.

If you want to be part of an organisation that’s determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.

How to apply

Please apply by clicking apply within this advert, including your CV and cover letter within your application. Should you have any questions please contact careers@housingplusgroup.co.uk

Closing date: Monday 29 April 2024 - interviews will take place throughout the advert

We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
We may close this vacancy early if we receive a high volume of applications. Don’t delay – apply today to avoid disappointment.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

Come join us at Perth's most digitally advanced Hospital, where you can bring your passion for helping people to make a direct and positive impact to your community. 
The Serco ICT Digital Team at Fiona Stanley Hospital  We are a dedicated team of over 100 IT professionals delivering comprehensive managed ICT & Digital services to the Fiona Stanley Hospital. We work with clinical and non-clinical stakeholders to plan, design, build, maintain, and support the digital solutions at Western Australia's largest and most digitally enabled public healthcare facility. In short, we take care of the technology so that health workers can focus on taking care of patients. 
At Serco, we put people first and value a healthy work-life balance. We offer flexible work arrangements, and we do work that has purpose and meaning. We have a strong culture of reward and recognition and are committed to providing ... Click here to view more detail / apply for Service Desk Analyst (IT) ? 6 Months

Job Description & Requirements

1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Job Advert

The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring
smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving
hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more
complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide
excellent customer service, solving technical challenges, and contributing to a collaborative IT team.




Key Responsibilities include:




* Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and
troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise
manner.
* Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on
urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
* Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep
end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and
support for various applications and technologies.
* Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to
the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
* Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues
to appropriate teams or specialists when necessary.
* Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents.
Contribute to the development of proactive solutions to common problems.




Qualification & Experience:




* Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL
foundation qualification would be a bonus.
* Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
* Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking
concepts.
* Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
* Strong interpersonal and communication skills.
* Patience and the ability to remain calm under pressure.
* Analytical and problem-solving mindset.
* Willingness to learn and adapt to new technologies.