IT Service Desk – Application Support
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Job Description
We are looking for a proactive and service-oriented individual to join our IT Service Desk – Application Support team. You will be responsible for providing first-level technical support related to enterprise applications, user access, and IT services, ensuring uninterrupted day-to-day operations through timely support and issue resolution.
Key Responsibilities:
- Handle incoming incidents and service requests via phone, email, or ticketing system.
- Provide initial troubleshooting and resolution for common application issues and login problems.
- Escalate more complex issues to Level (L2/L3) support teams as per standard procedures.
- Monitor ticket progress and ensure users receive timely and accurate updates.
- Maintain comprehensive documentation in line with ITSM (IT Service Management) standards.
- Contribute to the internal knowledge base (FAQs, user guides, tips).
- Coordinate with infrastructure and application teams in the event of service disruptions.
- Assist in account provisioning and system access based on security protocols.
Requirements
Qualifications:
- Diploma or Bachelor’s degree in Information Technology, Information Systems, or Computer Engineering.
- Minimum 1 year experience in service desk, helpdesk, or technical support roles (preferably in banking, government, or public sectors).
- Familiar with Windows/Linux operating systems and user support tools (email, VPN, ticketing system).
- Basic SQL knowledge and understanding of network/device troubleshooting.
- Strong communication skills with a customer-oriented mindset.
- Able to multitask and remain calm under pressure.
- Willing to work in shifts.
- English proficiency and technical certifications are a plus.
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We are an Integrated IT Solutions provider with a vision to become a leading technology service provider company which provides continuously positive value through innovation & effectiveness solutions by prioritizing customer’s satisfaction within the missions to become a trusted partner of customers through an optimal effective services that guarantee solutions, therefore, provide professional resources that is based on performances and integrity
