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Job Title: Support Officer – Service Desk

Your key responsibilities
Day to Day Operations

• Respond to incoming service requests, incident reports, and inquiries through various channels such as phone, email, or ticketing systems, providing timely and courteous assistance to customers, and ensuring a positive experience with our services.
• Diagnose and resolve technical issues related to our digital transformation solutions, troubleshooting hardware, software, and network problems efficiently and effectively.
• Create, update, and manage support tickets using the company's service management tools, ensuring accurate documentation of all customer interactions, troubleshooting steps, and solutions.
• • Diagnose and resolve software, hardware, network, and other IT-related problems reported by clients, escalating complex issues to higher-tier support for swift resolution.
• Utilize remote support tools to provide virtual assistance and perform remote troubleshooting, minimizing the need for on-site visits whenever possible.
• Continuously identify opportunities to enhance service desk processes, tools, and knowledge base resources to improve overall support efficiency and customer satisfaction.
• Keep clients informed about the progress of their support tickets, including estimated resolution times and any relevant updates. 
• Ensure clear and effective communication throughout the support lifecycle.

Qualifications section on iCIMS:
Minimum Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.

Minimum Experience: 

• At least 2 years of experience in a service desk or technical support role, preferably in a global IT company.
• Strong understanding of IT infrastructure, digital transformation concepts, cloud computing principles, and cyber security fundamentals.

Job Specific Skills:

• Demonstrated ability to analyze and resolve technical issues promptly and accurately. 
• Patience, empathy, and the ability to communicate technical information to non-technical users.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to prioritize tasks, manage time efficiently, and handle multiple customer inquiries simultaneously

Halian Group:
With over 28 years of experience, we have come to understand that innovation is the only way to provide agile, practical solutions that transform businesses and careers. Our resourcing and smart services help you to realize tomorrow’s potential. Discover the amazing things possible when you bring the right people and the right technologies together.

At Halian, we recognize that diversity, equity, and inclusion (DEI) are essential to building high-performing teams for our clients. We are committed to connecting organizations with top talent from all backgrounds, ensuring that every individual feels valued, respected, and empowered to contribute their unique perspectives. We encourage applications from all qualified candidates, regardless of race, gender, disability, or any other characteristic that makes them unique. By fostering diverse and inclusive workplaces, we help our clients drive innovation, enhance collaboration, and better reflect the communities they serve.

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