Job Description

This is a Work from Home Job, Please do also state which country you are and will be at, including timezone.

To provide timely first-level support and ensure efficient handling of IT-related enquiries through WhatsApp and email. We are looking for a solution-focused desktop support specialist to provide our clients systematic support. The desktop support specialist should receive IT-related concerns, and then proceed to diagnose and solve these issues. You should also ensure the regular maintenance of our customers’ IT infrastructure.

To be successful as a desktop support specialist, you should be skilled in the fitting and upkeep of computers and their networks.

Please do also take note that this job requires you to be desk-bound to during your shift to ensure SLA response to our clients.

Job Responsibilities

• Respond promptly and professionally to enquiries via WhatsApp and email.
• Provide Level 1 (L1) remote support for basic desktop troubleshooting.
• Conduct L1 troubleshooting for Microsoft email and website-related issues.
• Accurately log support tickets and ensure timely submission of monthly reports.
• Escalate issues to Level 2 (L2) support if unresolved within 15 minutes
• Advising customers on appropriate procedures for directing their IT-related queries and recommendations.
• Configuring new desktops, routers, modems, and similar devices.
• Performing routine inspections and upkeep of existing installations.
• Updating computer operating systems and other important software, as needed.
• Substantiating requests for hardware and software purchases and upgrades, if appropriate.
• Any other ad-hoc duties as required.

Job Requirement

• Minimum 2 year of experience in helpdesk or IT support.
• Proficient in basic Windows desktop and Microsoft 365 troubleshooting.
• Strong communication skills (written and verbal).
• Ability to work independently and manage tasks efficiently.
• During assigned office hours be in work teams call at all times. (for internal coordination)
• Ability to read and follow instructions (e.g. only applications through the below form will be reviewed)
• Certifications like ITILv4 and/or CCNA will be an advantage

SLA / KPI

• Response Time
  • Acknowledge WhatsApp or email enquiries within 5 minutes during working hours
  • Maintain a 95%+ response rate.

• Resolution Time (L1 Issues)
  • Resolve basic L1 issues within 15 minutes.
  • Resolve 80%+ of L1 tickets.

• Ticket Logging Accuracy
  • All support interactions must be logged immediately or within 10 minutes after resolution.
  • Maintain 98% accuracy in ticket documentation and categorization.

• Escalation Timeliness
  • Escalate unresolved L1 issues to L2 after 15 minutes.
  • 100% of escalations done within SLA

• Customer Satisfaction
  • Achieve 80%+ satisfaction score on internal or external feedback surveys

• Report Submission
  • Submit monthly reports by the agreed deadline (e.g., by the 3rd working day of the succeeding month)
  • 100% on-time submission of monthly reports

Other Considerations for this Work from Home Job Role

• Internet Speed Test above 300mbps
• English Speaking required for internal meetings
• Typing English with little to no spelling errors (grammer/vocab mistakes are ok)
• Some experience with managing on-site personnels for scheduling

Why Join us ?