The role of the Customer IT Support Representative mainly involves providing desktop related IT support to end-users.
Job Scope:

• Handling and managing all cases escalated by the Helpdesk
• Taking ownership till case closure
• Adhering to the Service Level Agreements (SLAs)
• Provide updates on cases through the Helpdesk or using the problem management tools via Web access (To be done promptly and accurately.)
• Doing the needful to understand the customer's systems and applications (active learning)
• Escalating all service encounters/cases which have high or potential customer satisfaction issues to the Team Lead
• Ensuring compliance to IT security and computer use guidelines (with reference to the workstation area)

Requirements:

• Diploma Qualification
• 1 to 2 years of relevant experience in a related field
• Good Interpersonal, Communication and Customer Service skills
• Good understanding of PC hardware configuration
• Troubleshooting skills (hardware/firmware failure)
• Sound knowledge on PC usage in a LAN environment
• Sound knowledge on installation and customisation of Microsoft Windows Operating Systems
• Problem determination skills relating to basic network problems
• Ability to coordinate activities with the relevant parties (Helpdesk, Vendors and Customers) systematically
• Willing to learn and able to adapt to a changing IT environment
• Ability to prioritise work tasks in order to handle workload, including scheduling appointments with customers
• Ability to work cohesively with a team 
• Open to working rotating shifts