1. Incident Management
- To log all incidents (either via phone or email) into the Incident Management System and taking ownership of incidents and service requests from end user and ensure follow up and resolving the tickets within agreed SLA timeline
- Provide 1st level support and resolution to technical issues involving desktop clients, standard and client applications, and hardware issue
- Provide technical service to end users, troubleshooting issues related to personal computers, applications and IP phones
- Perform remote assistance through diagnostic techniques and pertinent questions
- To follow through all the necessary escalation to L2 or 3rd Party hardware vendor and also to Team Lead
- Single point of contact between end-users, next level support until issue is resolved
- To ensure all the information entered into the Incident Management System are accurate and complete
2. Asset Management
- Setup of new desktops and laptops in accordance to organisation policy
- Ensure all desktops / laptops and IT peripherals deployed are in working condition else rectification to be done
- Ensure the accuracy of the asset information such as all are tagged and recorded into the asset database accompanied by necessary form duly signed
- Report any discrepancy of data to Team Lead
3. Desktop Software/Patch Management
- To assist in the testing and rollout of the software / patches to all desktops / laptops
- Work closely and provide technical support to other IT teams as required
- Provide daily /weekly/ monthly update on the progress
4. Job Request
- Understand the user requirement, provide recommendation and solution to the user within SLA
- Provide timely updates on the status of the request assigned
5. Miscellaneous
- Primary support for data centre facility management
- Secondary network support with focus on data point provisioning
- Level-1 network troubleshooting for CCTV and IP Unified communication
- Perform administrative and other tasks as deemed necessary by the Team Lead
Required qualifications:
- Be empathetic and possess a strong focus on customer service
- Possess outstanding interpersonal and communication skills
- Strong knowledge of Windows OS platforms
- Ability to work individually and within a team
- Strong organizational and managerial skills and detail-oriented work ethic
