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Senior Help Desk

Senior Help Desk - February 21, 2022

Job Description

  • Respond to inquiries regarding services through emails, tickets, and over the telephone by following the company’s specific procedures and protocols on a timely manner
  • Diagnose, Analyze, and Troubleshoot users’ incidents over the telephone, chat, or an email
  • Provide efficiency of the Incident Management process and ensure all incidents logged into the ITSM tools
  • Review prioritization and severity classification of incidents by definition of impact and urgency
  • Handle of Incidents as any interruption in an IT Service
  • Monitor incident aging and action escalation/ report to management if near breaching SLA
  • Inform and collaborate of all recurring incidents or major incidents with Service Delivery Management Team
  • Escalate of major incidents to Management and Business users
  • Able to work schedule 24x7 Coverage with 8 Hour Shifts (2 off / week)


  • Bachelor's degree in Information Systems, Information Technology, or related degree
  • At least 5 years’ experience in IT Help Desk, Service Desk, Incident Management, or IT related field
  • Good analytical, problem solving, communication, interpersonal skills, collaboration skill and service mind.
  • A strong working knowledge of computer systems, hardware, Windows software, and Microsoft Office 365
  • An openness to learning new technologies
  • Work Under Pressure & Meet timely manner
  • Able to work schedule 24x7 Coverage with 8 Hour Shifts (2 off / week)

Interested candidate, please submit your CV to

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