Responsibilities
• Perform installation, moves, changes, upgrades, decommissioning, configuration, testing and other planned requests on the end user devices as per the Operational Service Manual (OSM)
• Deal with incoming incidents and end to end management of OPS EUC Tech Support workgroup
• Perform first and second line support for market data applications in liaison with other Supplier’s activities
• Troubleshooting and resolving IT related incidents
• Perform other IT-related actions
• Communicate with customer's the status of the IT related incidents
• Procurement of end user devices & accessories
• Mobile telecom management (provision of mobile services & devices)
• IT Audit & Hardware asset management
• Disposal of end user devices as per customer's policy
• Business Continuity Process (BCP) & Disaster Recovery Support
• Work closely with Information Security to ensure continued high levels of Security are maintained
• Be aware of regional and global regulations
• Ensure customer satisfaction.
• iPad, iPhone, Android – basic troubleshooting, Mobileiron/Intune configuration, guides.
Requirements
• Degree/Diploma in Information Technology/Information System/Computer Science. Business IT or other relevant disciplines with 2 to 4 years relevant experiencce
• Knowledge in Call Management, Ticket Management and Escalation Management.
• Possess knowledge in Asset Management.
• Knowledge/provisioning /profile administration on Active Directory, MS Teams/ Skypes
• Mobile Iron /Intune configurations, troubleshooting/ installation, configuration, upgrade, removal.
• User profiles administration, provisioning.
• IMAC activities/ process
• Proficient in IT Services Management experience. Strong customer service focus.
• Basic / 1st Level troubleshooting:
• SCCM, VPN Global Protect, MS Office (including Outlook & OWA / O365, Appsense, Ivanti, Escalation to vendors, Service Request Handling, How-to-guides creation
Licence No: 12C6060
