Associate Technical Support

Scope of Service for Service Desk

• Provide service desk support or contract point to end users based on 24 x 7 x 365 basis.
• Accept and respond to all IT related incidents and requests.
• Ensure that the classification of the incidents and requests are accurate and track until resolution / fulfilment in the system.
• Escalate unresolved incidents or requests to the proper channels of support by contacting the designated technical support team.
• End user will be informed of the estimated time whereby his/her ticket will be attended to.
• Manage all incidents/requests and act as an interface between the end-users and IT personnel and the Field Operation team.

Key Responsibilities of Service Desk Analyst:

• Under general supervision, responds to and diagnoses complex hardware, software and network related incidents in a customer foc...