Job Description
- Provide 1st and 2nd level support on hardware which mainly includes but not limited to desktop, laptop, smart-phones and video-conferencing devices and softwares
- Provide remote support mainly to Asia-based users
- Ensure all IT issues and requests are logged, responded to, escalated when necessary and resolved in a timely manner (as per SLA).
- Incidents and requests are logged, tracked and reported effectively using That’s IT Systems
- Be the queue manager on duty to actively monitor all incoming users’ issues and requests and triage the incident to the correct IT team if escalation is required
- Streamline and document IT processes on system use and services.
- With guidance from the supervisor, contribute to the identification and implementation of infrastructure improvements to the service that are aligned with global IT strategic goals and business objectives.
- Participate in projects to enhance or upgrade the infrastructure, and introduce new innovation.
- Exercise flexibility, and at times work out-of-office working hours to carry out essential work.
- In a proactive manner, ensure that correct resolutions are implemented and involve appropriate internal IT teams and vendors in resolving incidents where appropriate.
- Escalate any complaints or potential issues, where appropriate
- Demonstrate a service-oriented approach, understand customer’s needs and be able to achieve and maintain high customer satisfaction ratings.
- Possess good understanding of internal standards, policies and processes and follow the IT help desk service management processes.
- Build effective relationships with other Service Delivery colleagues providing 3rd level support located in Singapore to ensure the provision of an effective incident resolution service.
Job Requirements
- Bachelor degree in IT background
- More than 3 years desktop support working experience.
- Certifications and/or hands-on experience on Microsoft windows/desktop software and LAN systems.
- Able to communicate effectively in English.
- Excellent communication and interpersonal skills; Be proactive and have good work attitude.
- Knowledge of IT systems in outlook, troubleshooting, microsoft office, written communication skills, hardware, active directory, ERP, technical requirements, administration, windows server, SAP, windows, ITIL, customer service, incident management.
