IT Help Desk

Role Purpose:

·        Associate – Info. Tech is responsible for providing the highest quality service with excellent customer care in receiving, prioritizing, documenting, and actively resolving requests from our clients in a timely manner. The role holder is also responsible for talking to users on the telephone working in a busy helpdesk environment.

Key Responsibilities and Accountabilities:

·       Provide first level support to all business units on all IT related requests

·       Provide hotline support during non-office hours, holidays and weekends when required

·       Coordinate, test and review request for changes identified by MAF Retail staff

·    Provides support for all IT products and services, which includes answering questions and troubleshooting problems

·       Determine the most effective manner to resolve user’s technical issue

·       Record required user and problem information in Service Desk tool

·       Update tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job

·       Verify that suggested solutions effectively resolve the users' problems through verbal or email follow up

·       Report any action that might interfere with the proper functioning of the company

·  Support the implementation and action plans in order to increase productivity, performance and effectiveness of the operations

Minimum Qualifications/education

• Bachelor's degree in Computer Science or equivalent

Minimum Experience

• 0-2 yers of experience in IT Department

Skills

•         Business communication and presentation skills
•         Highly organized with strong multitasking skills
•         Good time management skills
•         Good problem-solving skills