Responsibilities:

• Receive all calls and emails on incidents, problems and IT service requests from end users and relevant departments.
• To provide initial support and start investigations of any problems from the customer side.
• Logging and Tracking the details of incidents as cases.
• Identify the types, categories, severity and urgency of the case.
• Control and follow up incident, problem and IT service request cases in order to comply with Service Level Agreement.
• Maintain and update Customer Services on Jira System.
• Prepare daily, weekly and monthly activity reports and other information as needed by the Manager.
• Administrate software licenses register.
• Set up, install and configure appropriate software and functions according to specifications.
• Other tasks as assigned.

Qualifications:

• Bachelor’s degree in Information Technology, Business Computer or related field.
• 0 - 3 years of experience in IT Call Center and IT Helpdesk Support, or related fields.
• Good in Microsoft Office applications, including Word, Excel, and other related software.
• Good interpersonal skills with the ability to communicate effectively with employees at all levels.
• Enthusiastic about learning and eager to contribute.
• Positive attitude and open-mindedness.