Responsibilities :

1. Helpdesk will be layer 0
2. Handle Ticketing system OTRS
3. Handle Phone (Ext 5)
4. Shifting applied
5. Provide technical assistance and support for incoming queries and issues, related to computer systems, software, and hardware.
6. Respond to queries either in person or over the phone.
7. Respond to email messages for customers seeking help.
8. Ask questions to determine nature of problem.
9. Remote Permitted, no admin access allowed and no admin password handle by Helpdesk.
10. Escalated ticket to the next layer
11. KMDB
12. Follow up with customers to ensure issue has been resolved.
13. Gain feedback from customers about computer usage.
14. Provide weekly reports regarding ticket created, solved, escalated, done. To determine what is our priority and prevent any issue might occurs