Mission Description
1. Provides second-line investigation and diagnosis.
2. Resolves and closes incidents/service requests as per help desk procedures & allocated timelines.
3. Escalates unresolved incidents/service requests within agreed timescales.
4. Ensures tickets are updated at all times until issues are resolved.
5. Liaises with clients, other IT support groups and 3rd party providers when necessary.
6. Performs staging of PCs
7. Performs IMAC (Install, Move, Add and Change)
8. Conducts hardware and software maintenance and support.
9. Troubleshoots and resolves PC incidents and/or VIP requests.
10. Local network support and/or assists centralized Network team.

Profile Requirement
1. Able to read and write in English, can communicate in oral English.
2. Willingness to work flexible hours when needed.
3. Good customer interface skills/interpersonal skills
4. Understanding of customer satisfaction principles and practices
5. Team player