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17 June 2020
Job ID: CJA-4232

Key Responsibilities:

  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Taking ownership of faults and managing them in a logical and methodical manner
  • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
  • Conducting full and through diagnostics with end users to enable first point of contact fault resolution
  • Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
  • Diagnosing and resolving problems to the customers satisfaction
  • Maintain and develop own knowledge and skills to assist with first time fault resolution
  • Identify and escalate repeat issues or service risks into service management teams
  • Maintain third party hardware/software vendors to ensure hardware and software in perfect condition
  • Resolve calls that have been escalated in the Call Tracking system and assume primary responsibility for client's workstation support


  • Bachelor’s degree in Computer Science, Engineering or related field
  • Have minimum 2 years working experiences in Helpdesk especially end user computing hardware and software
  • Proficient skill on Macbook hardware
  • Proficient skill on laptop or notebook hardware
  • Having knowledge in Windows 7, Windows 8 and Windows 10
  • Have experience in using Mac OSX
  • Know basic ITSM / ITIL
  • Familiar with ticketing system and workflow
  • English is a must
  • Having Microsoft certification is preferred
  • Willing to work on shifting schedules

If you feel that you can meet the qualification and up for the challenge, please send your complete resume and current color photograph by clicking button bellow

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Job Details:

  • Overtime pay
  • Medical insurance
  • Life insurance

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