Service Desk Technician Neurones IT Asia

About Neurones IT Asia

Job Description

We are looking for a Service Desk Technician for one of our clients. Your job scope is as follows: Provide advanced-level technical support to end-users via phone, email, and in-person Assess and qualify the request Diagnose and troubleshoot hardware, software, and network issues Assist with the installation, configuration, and maintenance of computer systems and peripherals Process and execute demands/resolve incidents following existing procedures Record, track, and document incidents/service requests using the ticketing system Ensure timely resolution of incidents in accordance with service level agreements (SLAs) Escalate critical issues to senior technicians or other appropriate teams when necessary Provide adapted response to user demand and needs Evaluate the knowledge in IT and the level of autonomy of the user and adapt the response accordingly Communicate effectively with users to understand their technical issues and provide clear instructions and solutions Follow up with users to ensure issues are resolved to their satisfaction Participate in the team's skills development and knowledge management Share your knowledge with the rest of the team Participate in the integration of newcomers or junior technician Contribute to the capitalization of knowledge by writing knowledge sheets, technical notes or procedures Participate in the optimization of the service by being a force for proposals on the organization, procedures, processes Skills and Requirements Minimum of 4-5 years of experience in a technical support or service desk role Proven experience in resolving complex technical issues and providing mentorship to junior staff In-depth understanding of computer hardware, software, and networking concepts Proficiency with Windows and/or Mac operating systems Knowledge of common office software applications (e.g., Microsoft Office Suite) Experience with ITSM tools and ticketing systems (ServiceNow or others) Soft Skills Strong problem-solving and analytical skills Excellent verbal and written communication skills Customer-oriented with a friendly and patient demeanor Leadership abilities and a collaborative team player Certifications: ITIL Foundation or other relevant certifications are a plus,