About the job
The Systems Officer is overseeing the Service Desk in a timely manner and in line with agreed-on service levels. The person is responsible for the day-to-day IT operations.
Your assignment
Provide Business IT support to the store
- Ensure that IT systems perform with high availability, performance, and security
- Takes an active role in Disaster Recovery Exercise
- Oversee Service Desk Operations and Compliance
Day-to-day IT Operations (Core Responsibilities)
- Assess assigned severity levels on Service Desk and comply with agreed-on service levels
- Investigate and resolve issues posted on the Service Desk
- Support user enquiries on IT issues over the phone/email/remote assistance
- Develop quick Level 1 & 2 resolution processes for common issues
- Escalate issues appropriately using hierarchical and functional escalation guidelines
- Communicate with end-users regarding incident status
- Plans and carry patch management
- Provide IT Support/Installation/Configuration for the company's PC end-users
- Provide troubleshooting on Computer Hardware/Software (including POS) and Network problems
- Provide review to ensure that all incident tickets, regardless of assignment, are closed
- Provide Weekend Store Support for critical Store Retail System on rostered basis
- Arrange with Technicians for repairs/maintenance of Hardware
- Retail IT Weekend & After-Office support is required for this position
- Monitor software license compliance through physical checks and tools (Service Desk and SCCM).
- Coordinate on-site work with authorised vendors during rebuild, relocations or repairs.
- Work with the Department Managers and Learning & Development (L&D) Manager to design, implement and review training programs for all users
Your profile
Motivation:
- Passionate about IT solutions and trends in the retail industry
- Possesses teamwork and service-oriented mindset
- Strong sense of achievement in driving IT operational support
Knowledge & Experience:
- At least a Diploma in IT Professional disciplines (Computer / Information Technology)
- Minimum 2 to 3 years of experience in an IT support role
- Practical knowledge in supporting super users, system support and testing
- Practical experience in IT support including Service Desk, System monitoring, Backup & restore, Patching & Malware protection
- IT Support experience of IT systems in retail environment (Microsoft Navision, LS Retail, POS, CRM, SQL Database)
- Working knowledge of IT infrastructure, network and security technologies (Windows Servers, Active Directory, Azure, VMWARE, EMC Storage, CISCO Routers, Switches & WLAN, Firewall, SCCM and Azure Cloud)
Capabilities:
- Resolve IT support issues and service requests in a structured and timely manner
- Excellent teamwork and establish good working relationship with users and service providers
- Customer service mind-set, self-starter, process improvement orientation
- A technical, logical thought process with strong communication skills and has a good command of English
