ICT Helpdesk Support

We’re an award-winning business outsourcer providing offshore and onshore staffing solutions that are Safe, Flexible, and Innovative for our global clients.

As an Acquire BPO employee, your role is vital in achieving and exceeding individual and team targets that support company objectives, while building and maintaining customer relationships. You’re also responsible for complying with and enforcing procedures aligned with our information security policies.

As a values-led organization, we expect all our team members to exemplify our four values of Collaboration, Impact, Passion and Transparency.

A SNAPSHOT OF YOUR ROLE

Your day-to-day activities may include the following:

· Troubleshoots and resolves hardware and software issues

· Evaluates and tests equipment, software, and system tools, and submits recommendations to the Onsite Support Manager

· Proactively work on the internal ticketing system to ensure all issues raised are addressed in a timely manner

· Manage users via Active Directory

· Installs, configures, and assesses the usability of desktops, laptops, and peripheral equipment in compliance with given standards and guidelines

· Escalates issues to higher level of support as needed

· Document, track, and monitor problems to ensure timely resolution

· Loads desktops with the Acquire-approved image and applications

· Ensures hardware accessories are functional and usable

· Ensures optimal operation of all desktop PCs within the Contact Center/s

· Provides physical presence and support during incidents

As Onsite Support Staff you are responsible in ensuring that all employment and personal information of employees are kept and handled in accordance with existing company policies on Information Security and Data Privacy.

A BIT ABOUT YOU

· Good Interpersonal skills

· Ability to simplify and articulate technical terms when assisting end-users

· Knowledge and experience in Active Directory

· Advanced knowledge of computer hardware

· Familiarity with network troubleshooting

· Able to react to change productively and handle other essential tasks as assigned

· Ability to comprehend and follow directions

· Ability to diagnose the cause of a problem in a complex environment and provide effective and immediate resolution

· Knowledge in troubleshooting methodologies

· Ability to communicate problems with higher levels of support

· Ability to meet deadlines

· Ability to provide Acquire BPO customers with outstanding customer care and service at all times.

· Ability to adapt on any additional or different functions that may be assigned from time to time.

· Willing to work variable shifts including evening, weekends and public holidays.

WHAT SUCCESS LOOKS LIKE

· All projects delivered on time and all targets set per project is met.

· Achievement of KPIs.

WHAT WE VALUE

We’re proud of our diverse global team, all working together and adhering to these common values:

· Collaboration: Brilliant jerks can be brilliant elsewhere.

· Impact: Do, get it done, create impact.

· Passion: Be positive, bring passion and energy.

· Transparency: A transparent team can help each with other.

Join the A-Team and experience the A-Life!