IT Helpdesk Specialist

Description
Primary Duties & Responsibilities
- Serve as the First Level Support for customers seeking technical assistance over the phone. IT ticket or email.
- Determine the best solution based on the issue and details provided by users.
- Follow standard help desk procedures to track and route unresolved issues to the next level of support personnel within the agreed SLA.
- Follow up with business customers and other stakeholders to ensure complete resolution of issues.
- Prepare and maintain documentation for the activity reports and other relevant information related to case completion.
- Inform management of recurring and escalated issues.
- Provide support for various internal departments.
- Ability to understand business requirement, impact, urgency, and criticality of the issue presented.
Education & Experience
Education: Bachelor's degree in computer science engineering or equivalent
Experience: Minimum 4-6 years of experience in Helpdesk ...