Hav EssentialsBachelor Degree in IT more preferable.
At least minimum 1year of work experience in handling IT Support.
Have troubleshooting skills related to Laptop, Desktop & Printer.
Have experience in Operating System & Software installation in computers.Have good communication skills (Verbal & Written communication in English) .
Schedule onsite or remote
Technical Support for client issues.
Establish and/or maintain
policies, processes and procedures for Service Level Agreements and Help Desk
Follow up with clients to
ensure issues are resolved to the client’s satisfaction.
Act as the first point of contact
for all incidents and service requests, liaising with other MMG IT teams or
third party support services to ensure any incidents that cannot be resolved at
the first level are appropriately escalated and actioned.
levels are achieved in line with contracts and customers’ expectations are met
Develop and/or manage Service Catalogues.
Manage the Service
Management System, ensuring all incidents and service requests are logged,
categorized and allocated accurately an efficiently.
Improve productivity by
highlighting deficiencies and recommending changes in tools, training,
processes, reporting and Service Desk procedures.
other IT teams to coordinate resources for projects/support.
Provide accurate IT asset
maintain employee retention with proper training schedules and reviews of competencies.
performance reviews, provide business growth via career development and promotion.
Be ultimately responsible
for ownership of all customer incidents or logged service requests.
and analyze incidents and KPIs.
Build strong service
relationships with customers and conduct service reviews for key customers.
Attend to Service
Calls as required.
Provide regular management reports.
Ensure that MMG’s Mission and Vision,
strategy and business plan are understood by all team members.
Contribute to the success of MMG and assist in
improving the overall customer experience.