IT Helpdesk Support

Job Description

. Round the clock monitoring and maintenance of the System (hardware and software) to ensure system uptime in accordance to SLA commitments

. Respond to all incident / service calls and be first responder onsite to troubleshoot and resolve incidents including basic repairs or parts replacements

. Create / update and track ticket in ticketing tool to closure observing SLA commitments

. Escalate when necessary in accordance to escalation matrix

. Perform regular preventive and corrective maintenance, troubleshooting system hardware and all computer-based systems.

. Coordinate and work with third-party supplier or other contractors to identify the causes of issues e.g. hardware, software, network problems and etc. that may affect the proper functioning of the System.

. Liaise and work closely with customer to address service concerns and to solve technical problems.

. Work with technical...