Responsibilities
· Act as the single point of contact for users by phone, email and self-service portal.
· Log, categorize and prioritize all tickets in the ITSM tool, and manage each ticket until it is closed.
· Resolve incidents and service requests at first level, and escalate to Level 2 support when needed.
· Keep users informed of ticket progress, and give VIP users high priority.
· Update the knowledge base and FAQs, run user satisfaction surveys and prepare service desk reports.
Requirements
· University degree in Computer, Information Technology or equivalent.
· ITIL Foundation certified.
· Microsoft 365 certified.
· At least 3 years of experience in hardware/software helpdesk services.
· Expert in supporting applications and systems, and in analyzing business requirements.
· Good communication skills.
