Helpdesk Admin Support Assistant

Duties:

• Receive problem tickets from service desk and log in system
• Disseminate to onsite roaming engineers by calling them and giving them the problem description, location etc
• Ensure closure of problem ticket through follow up with roaming engineers and close the call tickets. 
• Generate reports of response, service levels of onsite engineers
• Receive updates from onsite engineers to update on the service desk application
• Assist to review on job improvement

To assist you in the search, this is the typically scenario for sharing on their work involvement…

If they see Call A, which blue screen unable to reboot, they will assign this call to Engineer A and allocate about 1 hour for this engineer as they will know it is probably a hardware problem.  For Call B, it says user unable to find icon, they may allocate 20mins to Engineer B and can assign another call to Engineer B in 25 mins time.   They will still follow up with the closure of Call A and Call B etc

Role does not need candidate to perform any technical troubleshooting. However, for all received ticket/ requests, the successful candidate will have to verify requestor/ customer’s information against our database before assigning the ticket to the available/ roistered engineer to attend the request, after request is attended to, candidate will have to update database to close the ticket.

Requirements:

• Minimally O level or Diploma in IT preferred
• Good knowledge in Service Level related operations/ IT support or end user support experience will be highly preferred
• Good telephony skills and customer oriented mindset
• Clear in written & verbal communications skills
• Must have knowledge in Desktop usage and familiar in Microsoft Office

Interested candidates send their resumes helpdesk@enggsol.net