Responsibilities
- Lead the team of helpdesk engineers and provide support.
- Responsible for software and asset management (including asset disposal, commissioning, and decommissioning).
- Resolves issues related to desktop computing, software, and hardware.
- Support all end-user BAU activities such as software upgrades, installation / Uninstallation of approved software.
- Performing break-fix issues on: Desktop/Laptop, IT Peripherals, iPhone/iPad, Windows, MAC OS, Microsoft 365, SharePoint, Mobile Device Management, VPN connectivity related issues.
- Printer support and installation, basic network connectivity troubleshooting, Zoom Telephony.
- Responsible for incident tickets and service requests are constantly acknowledged, prioritized, resolved to agreed SLA; or ensure to send to resolver groups as necessary.
- Incident management for P1 to P4 tickets. Managing users communication and broadcast.
- Produce operational documentations and evidence for internal and external audits.
- Oversee, develop and optimize the End User Services processes and procedures to continually adapt to changing requirements of modern workspace services.
- Continually track hardware and software licensing inventory and consumption.
- Ability to work proactively with direct manager, business users and stakeholders.
- Ability to create and document processes.
Essential Requirements
- Bachelor’s degree in Engineering/Computer Science or related field.
- Minimum 7 - 9 years’ experience in IT environment.
- Excellent knowledge in ServiceNow is essential.
- Excellent knowledge in troubleshooting on Windows, Mac, operating system.
- Basic network infrastructure skills.
- Ability to stay calm under pressure and very well organized in advancing tasks assigned.
- Ability to communicate and supervise 3rd party vendor effectively.
- Knowledge in ServiceNow, JIRA, Confluence.
- Strong skills in Microsoft Excel and Macros are recommended.
- Proven track record in leading small team of technicians.
- Experience in technology refresh projects.
