Job Description –  

Technical Support: 

1. Respond to and resolve user-reported incidents and service requests via phone, email. Troubleshoot and diagnose technical issues related to hardware, software, and network connectivity. Provide solutions or escalate issues to higher-level technical teams when necessary. 

Incident Management: 

1. Create, manage, and update service tickets in the IT service management system. Ensure that incidents are resolved within defined service level agreements (SLAs). Follow up with users to ensure their issues are resolved to their satisfaction. 

Customer Service: 

1. Deliver excellent customer service by providing clear and concise information to users. Maintain a professional demeanour and communicate effectively with users of varying technical skill levels. 

Documentation and Reporting: 

1. Document troubleshooting steps, solutions, and resolutions in the service management system. Prepare and maintain knowledge base articles and user documentation. Generate reports on service desk performance and incident trends. 

System Maintenance and Support:

1. Assist with the setup, configuration, and maintenance of end-user hardware and software. Perform routine maintenance tasks and system updates as required. 

Collaboration: Work collaboratively with other IT team members and departments to resolve complex issues. Provide input on improving IT service desk processes and procedures. 

Candidate Requirements: 

Skills: Must have good English communication skills. 

Experience: 

Industry Background: Candidates should have experience in manufacturing industry  

End-User Support:  

It is essential that candidates have a strong background in providing hands-on end-user support, with proven experience in troubleshooting and resolving IT-related issues for users on-site. 

Exclusions: 

Candidates with significant cloud experience will not be preferred for this position. Our focus is on those with strong on-premises and hands-on support skills. 

Candidates who are currently working from home or in remote positions will not be considered. We require candidates who have experience working on-site and can be available for in-person support.