Logicalis Australia Pty Ltd

Service Desk Advocate

MY-CYBERJAYA, SELANGOR
2 years ago
ID
2015-1030
# of Openings
3
Category
Information Technology

Overview

Logicalis Australia is part of the Logicalis Group, a global ICT solutions and managed services provider with an annualised turnover exceeding $1 billion.  The group employs almost 3,500 people worldwide, managing complex ICT infrastructure for more than 6,000 corporate and public sector customers.

The Logicalis approach is always led by the business need, not by technology.  We provide the most appropriate solution that will transform the way a company operates, providing flexible solutions that drive efficiency, productivity and competitiveness. The expertise and understanding we provide helps companies to grow, whilst reducing risk by ensuring solutions keep pace with the changing dynamics of the business.

Responsibilities

Prime Purpose of Position:

Assist the Service Desk Advocates with day-to-day tasks. These include but are not limited to; providing first and second level support for desktop and server related requests and issues. Ensuring customer service level agreements are met and provide a single point of contact for ownership of escalated requests and issues. Generating reports and analysis on both a scheduled and ad hoc basis.

 

Responsibilities

  •  Receive calls, emails and web tickets from customers and create tickets as needed.
  • Ensure all policies, procedures and knowledge base articles are followed in the interests of customer satisfaction and contractual obligations in a 24x7 environment.
  •  Providing EUC knowledge management through constant review and development of knowledge articles
  •  Invoke Vendor Maintenance/Warrantee for repair
  • Customer focus providing consultancy to business clients regarding availability and functionality of services.
  •  Acknowledgement and qualification of email alerts and open relevant tickets with the appropriate priority level.
  •  Diagnoses of problems and provide solutions to achieve service restoration
  • Remote diagnostic troubleshooting and checks for customer incidents.
  • Any other task as requested by seniors or managers.

Reporting To


Service Desk Manager (with guidance as appropriate from the Global Support Manager)

Qualifications

 Bachelor’s degree in IT or any equivalent professional degree a plus.

 Comptia A+
 Microsoft certifications a plus.
 ITIL v3 Foundation a plus

 

Skills required for position – mandatory
 Strong Desktop/Laptop troubleshooting skills.
 Strong MS Exchange Server skills.
 Exposure to remote desktop support such as Citrix, RDP, SCCM and VMWare.
 Strong knowledge of MS Office packages.
 Strong knowledge of Windows XP/7/8, Active Directory and Exchange 2007/2010 a plus
 Strong written and verbal communication skills.
 Strong LAN skills.
 Self starter who works well under pressure with attention to detail.

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