Service Desk / Call Centre Agent

• Respond to the incoming inquiries/incidents/requests/alerts (Call, Email, Webchat, EUP, IVR handling, Monitoring consoles)
• 1st-level troubleshooting of unsupported systems, i.e., Workplace, Server, and Network;Microsoft 365; Secure Access Service Edge; Point of Sale
• Security event monitoring
• Server and network availability and performance monitoring
• Password reset and unlock
• Perform log & route [to higher tier or Resolver Team(s)]

* Record and manage all transactions/cases in the Service Management System

* Broadcast notifications to the relevant parties

* Provide timely status updates and follow up on cases escalated until closure within the service. level agreement.

* Ensure daily tasks are executed according to the Standard Operation Procedure.

Job Requirements:

• High school diploma or equivalent
• Experience/knowledge in IT support will be a major plus.
• 12 hours rotating shift