L1 ROLE & RESPONSIBILITIES
a)
Incident Logging and Ticket Handling: Log and process incidents, issues, and service requests
submitted by users through phone or email in an incident management tool, resolving them in a timely
and effective manner according to internal SLA. Maintain accurate records of issues and resolutions
to help improve future support processes.
b) Basic Troubleshooting: Diagnose and resolve common IT issues such as password resets, software
installations, network connectivity and end-user computing (EUC) problems.
c) Escalation: Escalate complex issues to higher-level support teams (L2, management and/or
vendor(s)) when necessary.
d) Customer Service: Ensure a positive user experience for staff and guests by maintaining a
professional and helpful demeanor.
e) User Account Management: Create, modify, and delete user accounts across various systems,
ensuring proper access rights and procedures are followed. This includes setting permissions,
resetting passwords, and ensuring compliance with client policies. Provide new staff with their
account(s) on their first day, and ensure that all resigned staff have their accounts deleted / submitted
for deletion (eg. to AIC) on their last day when they return their laptops.
f) IT Inventory Management: Oversee and maintain an accurate inventory of IT assets, including
hardware and software. This involves tracking the location, quantity, and status of assets, as well as
monitoring software subscriptions and licenses to ensure compliance and avoid unnecessary costs
and/or lapses. Ensuring sufficient assets are available for replacement, recommend tech refresh for
equipment.
g) Device Management: Onboarding/Offboarding and assignment of User Devices (eg. mobile phones,
tablets, laptops, etc.) on CLIENT’s MDM and other platforms for device management. Conduct regular
checks and preventive maintenance on VMs, mobile phones and laptops to ensure serviceability;
coordinate with vendors to facilitate/effect repairs on devices as necessary.
h) Onboarding and Offboarding: Prepare/process IT assets such as laptops, desktops, and peripherals
as they are acquired/procured; and conduct early setup of assets for new staff members before they
are onboarded, with all necessary software and access permissions configured. Safekeep and manage
the return of IT assets from staff members who are offboarded, ensuring data is securely wiped and
assets are ready for reallocation.
i) IT Asset Issuance: Manage the issuance and tracking of IT assets such as laptops, desktops,
peripherals, licenses, and system accounts/access. Ensure proper documentation and inventory
management to maintain accurate records of asset allocation and returns.
j) Vendor Coordination: Assist in upkeeping good relationships with IT vendors, including coordinating
with them for hardware and software procurement, timely delivery, service engagement, and
addressing any issues related to vendor performance. Escorting IT vendors when they are required to
access the server rooms or client premises.
k) Other Duties as Assigned: Include execution/monitoring of backup jobs, monthly system
maintenance, software patch management, and any other ad hoc tasks assigned by IT Ops Lead and/or
HOD IT.
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