Qualifications and Experience
- Applicants should have a Bachelor’s degree in Information Technology, Computer Science, or related field;
- Certifications in customer support or IT (CompTIA A+, HDI, or similar) would be an added advantage;
- Three (3) years’ experience in IT support, helpdesk or customer service environment;
- Strong communication and interpersonal skills;
- Basic technical knowledge of operating systems, common applications, and account management;
- Ability to multitask and manage requests in a fast-paced environment;
- Strong problem-solving and customer service orientation.
Duties and Responsibilities
- Receiving, logging, and tracking IT service requests and incidents through the service desk system;
- Providing first-level technical support for common hardware, software, and account-related issues;
- Escalating complex problems to the Service Desk Engineer or Chief Technician when necessary;
- Maintaining accurate records of issues, solutions, and resolutions for reporting and knowledge base purposes;
- Communicating with users regarding the status of their requests and ensure timely resolution;
- Assisting in creating user documentation, FAQs, and training materials to improve ICTS self-service;
- Monitor customer satisfaction and provide feedback to improve service quality;
- Ensure compliance with IT policies, security standards, and data protection regulations.