INT-2353424 | SERVICE DESK ASSOCIATE

Service Desk Associate / Senior Associate main responsibilities are answering, prioritizing, and responding to incoming calls, tickets and email request for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.

• You’ll be interacting with key players such as C-level executives from enterprise-level organizations which can expand your skills and network.
• Making sound decision-making and flexibility to ensure team dynamics and productivity.
• Hybrid work setup
• Competitive salary and benefits
• HMO + free dependent
• Access to KMC's exclusive pantry (MadMax Coffee, Fresh Fridge)
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Answers phone calls and responds to moderately complex customer inquiries
• Log, Acknowledge, Categorize and Prioritize all issues or request tickets
• Assign tickets and inform the appropriate group for further troubleshooting
• Check emails regularly and make follow up of tickets beyond SLA
• Provide the user with the status updates as defined in SLA
• Diagnose and resolve hardware and software problems
• Provide technical assistance to all end-users both internal and external clients
• IT support relating to technical issues involving but not limited to Microsoft’s core business applications and operating system
• Perform additional task that may be assigned by the immediate supervisor

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent
• 1 Year minimum experience in IT service desk and/or technical support position
• Customer Service oriented, resourceful and self-motivated
• Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications
• Excellent in English communication skills both verbal and written

• Maintain and enhance customer satisfaction and provide service in a respectful, courteous and positive manner
• Ability to communicate effectively with all levels of staff: verbal, written and listening
• Must be punctual, detail-oriented and self -reliant