PingPong Fintech

Compensation

Full Description

• *Position Overview** The Service Desk Support role serves as the primary point of contact for IT and business systems, addressing technical issues encountered by users while utilizing systems, hardware, or applications. This position provides timely and efficient support and solutions to ensure the smooth operation of business activities. • *Key Responsibilities** • As a first-line support specialist, receive and process technical requests submitted by users via phone, email, or the ticketing system. • Troubleshoot and resolve common IT issues (e.g., account login problems, system access issues, software malfunctions, etc.). • Escalate unresolved issues to second-line support or specialized technical teams and follow up on their resolution status. • Document, update, and maintain records of issue resolution processes within the ticketing system. • Assist users by providing guidance on system usage and conducting basic training sessions. • Monitor the timeliness of service request processing to ensure compliance with Service Level Agreement (SLA) standards. • Summarize frequently occurring issues and contribute to the updating and maintenance of the knowledge base. • Collaborate with the IT team to provide support for system maintenance, upgrades, and testing activities. • *Job Requirements** • Associate's degree or higher; a major in Computer Science, Information Technology, or a related field is preferred. • Possess fundamental IT knowledge (covering operating systems, networking basics, office productivity software, etc.). • Excellent communication skills and a strong service-oriented mindset. • Demonstrated ability to analyze problems and perform basic troubleshooting. • Familiarity with ticketing systems or IT Service Management (ITSM) tools is a plus. • Ability to adapt to shift-based work schedules or perform remote support duties as required. • *Bonus Qualifications** • Prior experience working in an IT Helpdesk, Service Desk, or technical support role. • Understanding of basic networking concepts (e.g., TCP/IP, VPN, etc.). • Proficiency in reading and writing English (particularly if supporting foreign-owned companies or multinational teams).