The Opportunity
- Work with a well-established computer and electronics company
- Working Hour: Monday – Friday 9am – 6pm
- Work location: Central
The Talent
- Provide IT support and troubleshooting services to VIP and general users via phone, email, or remote access;
- Assess user requirements and escalate VIP issues for quick resolution;
- Work with service delivery team to remediate and escalate internally any VIP tickets/incidents;
- Prioritize VIP tickets/incidents over general user incidents/tickets;
- Perform handovers and collection of devices and perform onboarding and deboarding activities at the time of handover;
- Set up and configure new laptops and desktops and ensure other account provisioning activities;
- Coordinate with vendor and ensure repairs are processed;
- Create and maintain technical documentation and manuals and educate users on best practices.
The Job
Responsibilities
- Solve VIP or general user problems quickly and escalate VIP issues for faster resolution.
- Work with service delivery to handle VIP tickets/incidents and prioritize them over general user tickets/incidents.
- Help users with their hardware, software, and networking issues using the customer's documentation and material for their systems and applications.
- Guide users with simple, step-by-step instructions and do remote and VIP troubleshooting.
- Find and fix technical issues in logs and confirm with clients that their systems are functional.
- Manage handovers and collection of devices and do onboarding and deboarding activities following the customer's checklist.
- Set up and configure new laptops and desktops and do other account provisioning activities before giving the end user device.
- Work with vendor and ensure repairs are done and own incidents involving DaaS devices and track them end to end.
- Create and update technical documentation and manuals and teach users best practices.
- Use effective project and change management practices to ensure solutions meet the requirements.
- Collaborate with internal and external airport stakeholders to identify and resolve incidents quickly.
- Work with technical teams, both internal and external, to propose and measure technical solutions.
- Provide customer with customer/client experience as per the service levels in this SOW.
- Do administrative support duties as required to meet operational objectives.
- Assist and support colleagues in IT-related matters.
- Log, allocate, and update calls in the IT helpdesk software and follow the customers' ITSM.
- Ensure customer satisfaction by responding to tickets within the SLA.
Next Steps
Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, expected package and reason for leaving.)
To apply online, please click on the link and contact us to follow-up. Alternatively, please send your resume to [email protected].
All shortlisted candidates will be contacted. All the best!
