Responsibilities
- Proficient in handling high-tier users (VVIP).
- Capable of overseeing site operations.
- Supervise the day-to-day operational activities of Deskside Engineers and/or Site Operations.
- Manage the scheduling and coordination of Deskside Engineers.
- Supervise the training and professional growth of on-site engineers.
- Oversee the support for high-priority users (VVIP).
- Ensure timely reporting of the Onsite Deskside Support service in accordance with client-defined deadlines.
- Collaborate with the client to meet service level objectives.
- Deliver a daily report to the client Service Desk by 10 AM detailing the number of available and unavailable resources for the workday.
- Coordinate with the Resource Manager/Site Manager to deploy replacements for absentee staff.
- Ensure compliance with customer security and relevant industry policies at each site, and brief new resources on these requirements.
- Update executed IMACs by the following business day for the Asset Management Team.
- Provide monthly reports on the status of IMAC operations at supported sites.
- Maintain the current operational procedures and ensure adherence by the operations team.
- Step in to cover the roles of Onsite Support Engineers and/or System Administrators as needed.
- Offer suggestions to continually enhance operations.
- Monitor and track service levels daily and weekly.
- Inform all staff about security requirements and obtain their signed acknowledgment before assigning duties.
- Conduct routine security education, awareness, and refresher briefings (as specified by the client) for both new and existing staff.
- Provide monthly security governance reports.
- Serve as the Security Focal Point for their respective teams, with the System Administrator Team Lead acting as the overall Security Focal Point for the Client/Customer.
- Any other ad-hoc duties as assigned by supervisor.
Requirements
- At least 3 years of experience in Desktop Support
- ITIL Certification is preferred
- Knowledge in all OS, Internet Browsers, Microsoft Office Products
- Basic Network Troubleshooting
- Good team player
Interested applicants, please email your resume to Andre Chua Jing Ming
Email: [email protected]
CEI Reg No: R1989053
EA Licence No: 99C4599
Recruit Express Pte Ltd
