Deskripsi Pekerjaan
NCS Group is currently seeking a dedicated Ops Support Executive to join our dynamic Service Desk team. In this pivotal role, you will serve as the first point of contact for our clients, providing essential 1st level remote support. You will be responsible for diagnosing and resolving a wide range of hardware, software, and network-related incidents, ensuring minimal downtime and maximum productivity for end-users.
We are looking for a proactive problem-solver with excellent communication skills to handle incoming queries via phone, email, or ticketing systems. If you have a passion for technology and a desire to help others, this is an excellent opportunity to advance your career in technical support within a leading organization.
Tanggung Jawab
- Provide first-level technical troubleshooting and support for hardware, software, and peripheral devices.
- Manage and resolve incoming user queries and incidents efficiently using ticketing systems.
- Document all incidents, resolutions, and troubleshooting steps accurately in the service management system.
- Communicate technical solutions clearly to non-technical users.
- Escalate complex or unresolved issues to the appropriate second-level support teams in a timely manner.
- Assist with the installation, configuration, and maintenance of user workstations and applications.
- Collaborate with team members to improve service delivery and resolve recurring issues.
Kualifikasi
- Minimum 1-2 years of experience in a Service Desk, Help Desk, or IT Support role.
- Strong knowledge of ITIL processes, particularly Incident Management.
- Proficiency in using remote support tools (e.g., TeamViewer, LogMeIn) and ticketing software.
- Excellent verbal and written communication skills in English.
- Relevant IT certification (e.g., CompTIA A+, Network+) is highly desirable.
- Ability to work independently and manage multiple priorities in a fast-paced environment.