The Service Desk Technician provides first-level and some second-level IT support to users through phone, email, live chat, and walk-in services. The role involves troubleshooting technical issues, resolving user queries, escalating complex problems, and ensuring timely support for both on-site and remote users.

Key Responsibilities

- Respond to IT support requests via telephone, email, live chat, and walk-ins.

- Provide first-level and basic second-level technical support to users.

- Troubleshoot and resolve hardware, software, network, and connectivity issues.

- Support on-site and remote users.

- Set up new user accounts and perform password resets.

- Escalate complex technical issues to second-line support teams.

- Track and follow up on unresolved support requests until closure.

- Assist with software installation and troubleshooting.

- Maintain and update service desk records and web pages.

- Ensure compliance with IT security policies and procedures.





- Provide 24/7 technical support on a shift basis.

- Maintain issue logs and report administrative and security concerns.

- Support the service desk team with daily technical activities.

- High School Diploma; a Degree in an IT-related discipline is preferred.

- Minimum 3 years of experience as an IT Service Desk Analyst or in a similar role.

- Strong computer and technical troubleshooting skills.

- Familiarity with Windows, Mac, and Linux operating systems.

- Knowledge of Wi-Fi, cellular technologies, and general IT troubleshooting.

- Good customer service and communication skills.

- Ability to troubleshoot and resolve user technical issues.

- Good teamwork and problem-solving abilities.

- Ability to work in a 24/7 shift-based environment.

📌 Service Desk Technician (Asia)
🏢 Eram Group
📍 Asia