Service Desk Staff

Our People are our most valued and important asset. As our business grows, we are seeking professionals (both at sea and ashore) with a positive 'can-do' attitude, an open and creative mindset and a commitment to quality service.In turn we invest in our people through ongoing training and career development, with an emphasis on collaboration and team building. Wallem is a place of diversity, respect and teamwork. Join us!**We Offer**:**Key responsibilities**:Monitor the Service Desk mailbox and call queue, responding to queries as appropriate in a timely and efficient manner. Ensuring all tickets that are not within the scope of support of the team are assigned to the proper support group.Using approved remote access tools to detect, diagnose and where possible resolve Level 1 incidents and service requests submitted by the client.Participate in a weekly Ticket Prioritization and Escalation Meeting to escalate and discuss any difficult support situations and come up with strategies to resolve escalated issues.Ensure that all customer requests are recorded accurately and with a high level of detail using the Manage Engine - Service Desk Plus call logging software. All actions undertaken to resolve or escalate these requests will also be recorded accordingly.At all times, deal with customers and colleagues in a courteous, friendly and professional manner.For all requests that cannot be resolved, provides an effective interface between customers and 2nd / 3rd Level resolving teams or between customers and vendor support team.Writes and Updates Knowledge Base for documenting how to handle support tasks for incidents or service requests.**Who are we looking for**:Experience with **MS Office 365 troubleshooting**, **O365 Admin Center administration**, **Active Directory administration**, **Remote Connectivity Tools**, **Service Desk Ticketing System, Power Shell** **programming** and different versions of **Operating Systems** is an advantage.Must be customer focused, with excellent English communication skills and can confidently communicate with different levels of users in the organization.Must be motivated to learn, willing to be trained and can keep abreast of new IT innovations.**Job Types**: Full-time, Permanent**Benefits**:- On-site parking- Paid training- Transportation service provided- Work from homeSchedule:- 8 hour shift- Night shiftSupplemental pay types:- 13th month salary- Overtime pay- Performance bonus**Education**:- Bachelor's (preferred)**Experience**:- Helpdesk related: 1 year (preferred)Shift availability:- Night Shift (preferred)