ServiceDesk

About the job

WANTED

Experience

Prerequisite: 1 year of experience

1st Level Support

Acts as a single point of contact (SPOC) for managing calls, emails, and the ticketing tool. Provides first level support (investigation, workaround solution with the help of the knowledge base and existing documents or procedures)

Coordination and Planning

Ensures escalation to the 2nd level as well as coordination and planning of requests. Manages the planning and monitoring of onboarding/offboarding of employees. Also ensures proper stock management and inventory of the client’s IT equipment and components

Communication and Follow-up

Monitors and keeps requesters informed and ensures that 2nd level colleagues also follow up on requests until final resolution of requests or incidents

Documentation and Asset Management

Ensures the monitoring and maintenance of the technical documentation necessary for operations. If needed, must create and update documents or articles in the knowledge base.