
IT Support Professional
2 weeks ago
Desktop IT Asset Management Specialist
">- Key Responsibilities:
- Respond promptly to all service requests and incidents.
- Manage incidents and service requests reported via various channels, including phone, chat, employee self-service tickets or e-mails: recording, classifying, and maintaining data integrity within the incident and service request recording system – ServiceNow.
- Conduct online diagnosis and investigation via remote access applications, providing quality information, solutions, and routing requests or issues to the appropriate support teams as required.
- Assess the impact and risk of incidents and timely escalate as necessary.
- Resolve customer queries and incidents within the scope of Service Desk using remote access software.
- Monitor, track, and review the progress of an incident, keeping customers informed.
- Provide technical support for VPN-related queries and issues.
- Manage IT requests submitted by customers – initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request, and communication with customers.
- Relay information updates on IT service disruptions/outages to customers.
- Provide management information and reports on IT service trends.
- Maintain a commitment to ongoing technical skills enhancement and work collaboratively as part of a team.
- Around 2-3 years of experience in similar support roles is preferred.
- Strong knowledge of Windows 10 OS, Office applications, and virtual desktop interfaces is required.
- Excellent understanding of VPN connectivity-related issues.
- Familiarity with Outlook 2010/2016, SharePoint 2010/2013, and other Microsoft applications for desktops and mobile devices is desired.
- Working knowledge of Intranet and Internet applications is essential.
- Knowledge of AS400 Client Access and Citrix ICA client experience is advantageous.
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