SEA IT Helpdesk

หน้าที่ความรับผิดชอบ Receive and log all incoming calls and emails related to reported incidents or service requests.Troubleshoot and resolve all incidents remotely and if remains unsolved, escalate to on-site engineer or other support personnel.Assist in tasks related to software and hardware inventory updatesManage Active Directory permissions and process requests already approved.Fulfil related requests logged by end users including request and permissions management, remotely and if remains unsolved, escalate to on-site engineer or other support personnel.Populate the IT Knowledge Base with new tips and knowledgeInstall, deploy and uninstall software and patches (planned and ad-hoc) remotely.Follow up closely with the assigned support engineer on the progress and status of open tickets or requests.Provide constant updates to the caller or requester per agreed format, content and intervalsNotify callers regarding major outages when receiving repeated calls of a similar naturePrepare daily or weekly or monthly summaries on incident and request statisticsCreate and update new knowledge and tips at IT Knowledge BasePerform other duties as assigned by the supervisor