IT Help Desk Executive, Jobs at DHL Express In Colombo, Sri Lanka.

Job Purpose

Administer IT Service Management plans for the development and continual improvement of service management policies and processes in line with overall divisional business strategy and objectives, and Group guidelines and policies

Key Tasks

•Provide first-line (1st level) technical support.

•Help users diagnose the reasons for their problems and directly address the resolution of simple problems.

•If the problem is complex & required the internal/external supplier/vendor support to resolve the issue,(2nd level) communicate to the appropriate party and handle the job till it’s completed.

•Responsible for answering routine/complex enquiries via the interactive helpdesk function, email and telephone on a daily basis in a professional and swift manner

•Escalate complex problems either locally or to ITSC, Cyberjaya.

•To ensure timely completion for the assigned tasks, record and monitor progress against agreed standards

•Inform end users of progress and resolutions.

•To extract Help Desk data for reporting purposes.

•Monitor Help Desk reports.

•To escalate periodic maintenance works to the relevant vendors and completed on time.

Qualifications & Key Requirements

Passed GCE O/Ls and GCE A/Ls

Bachelor’s Degree or equivalent experience qualification in relevant field

Less than 2 years’ Experience in relevant field

Good Teamwork Skills