Company Description:
Westbourne IT Global Services is a transglobal organisation currently with Delivery Centres in Auckland, Cork and Foster City. Our business strategy is to significantly grow and expand our business over the next 2 - 3 years through a combination of organic growth and acquisitions. Our core differentiator is our ability to deliver scalable and world class 24*7 technical helpdesks. Our target market is a combination of Fortune 500 clients and high growth companies in the pharma, life sciences and IOT/manufacturing sectors. We have built our established reputation with an impressive list of long-standing clients because of our unique culture. This culture places innovation, problem solving, people engagement and trust at the heart of our company. Our mission is to be a global leader in innovative IT customer support solutions that meet and exceed our business partner’s requirements.
Duties & Responsibilities:
- Deal with customer IT queries for first line support, using your judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
- Monitor and update call logging system, ensuring customers receive top level service
- Excellent understanding of PC hardware/software and be fully conversant with routed TCP/IP, Firewalls, LAN, WAN, VoIP and the Windows/Mac OSx operating systems.
Job Objectives:
- Main Purpose: To provide technical IT Help Desk analysis and solutions to our clients.
- Analyse and resolve end-user IT faults, ranging from a major system crash on high end IT equipment to a forgotten password
- Assess and resolve customer IT queries for First line support, using judgement and experience to diagnose and troubleshoot issues, and identify and escalate complicated or specialised situations requiring urgent attention
- Monitor and update call logging system, ensuring customers receive top level service
Knowledge, Experience and Skills:
- Fluency in Mandarin & English both written and oral is imperative
- 3rd level IT related degree desirable
- MCP and Microsoft software certification desirable
- Excellent communication skills with the ability to support clients remotely
- Experience in adhering to KPIs
- Excellent time management skills and ability to work under time pressure
- Base understanding of Microsoft Active Directory
- Understanding of ITIL framework
- Previous Level 1 support