Service Center Technician

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   Full Time and Permanent
   Information Technology and Support
   02 634 8884

Service Center Technician

Main Responsibilities

  • Actively participate in Service Centre activities, including the central Support Line and support email account, to ensure that all inquiries and requests are quickly answered and promptly resolved / fulfilled.
  • Serve as a first point of contact for the customer and system users for solution service and support.
  • Coordinate with the Field Service & Support and IT Support teams to ensure that all corrective maintenance activities are fulfilled in a timely and efficient manner.
  • Ensure that external and internal SLAs are met and that issues are escalated appropriately and resolved in a timely manner.

Incidents, Problems & CRs

  • Actively participate in the management of work on incidents, problems and change requests, including planning and coordination with the customer, the local Field Service & Support and IT Support teams, and the external 2nd and 3rd level support teams, key deliverable reviews, acceptance testing, and deployment coordination.
  • Close incidents, problems and CRs after verification that the underlying issue(s) have been resolved.


  • Actively participate in the development and delivery of solution-related trainings for the customer and taxpayer system users
  • Actively participate in development and delivery of internal training materials and provision of training sessions for new and existing team members

Status Reporting

  • Responsible for status reporting, including Operational Performance Management and Service Management reports, as scheduled or as required.

General/ Other activities

  • Ensure that all company policies, including those concerning Health, Safety and Environmental protection, are respected, and implement or propose improvements in such practices.
  • Contribute to the development and maintenance of policies, processes and procedures for Company, including those for operations, maintenance, and support
  • Management of special tasks, projects or initiatives to improve quality, efficiency, or cost effectiveness of the solution or the local entity team, as agreed with the Service Centre Team Leader.
  • Participate in general management and administrative tasks for the Local Entity, as requested by the Service Centre Team Leader.


  • College degree or technical training in a relevant field, or equivalent combination of training, and/or experience
  • Minimum 2 years’ experience leading a service center / technical helpdesk team
  • Language skills: Fluent in English
  • Others: Good written and verbal communication


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