Provide IT support to end users for hardware and software problems and resolve the issues in a timely manner.
Key Responsibilities:
• Support project teams in implementation, installation, and configuration of PCs/Workstations OS., applications and related peripheral devices.
• Provide phone and on-site support, resolving, troubleshooting and investigating issues pertaining the PCs, applications and peripherals for systems.
• Record incidents into the incident management system, either through incident tracking software or email.
• Ensure all incidents are addressed within the defined Service Level Agreement (SLA).
• Follow through all necessary escalation from L1.
• Prepare daily situation reports for management review.
• Provide timely updates on assigned requests.
• Verify the functionality of newly deployed PCs and IT peripherals; escalate any issues for resolution.
• Maintain accurate asset information in the asset database, including required documentation.
• Assist in the testing and rollout of the system bug fixes/ enhancement / patches.
• Provide regular progress updates to Project Leads regarding bug fixes, enhancements, or patches.
Requirements:
• Minimum ITE / Diploma in Computing and Information Systems.
• At least 2 years of equivalent work experience (in operations support).
• Knowledge of Office automation tools, MS Operation Systems.
• Experience in desktop software for patch management, software packaging and software delivery is an added advantage.
• Proficient in Microsoft Office, e.g Words, Excel, PowerPoint, etc.
• Be on 24x7 standby or on shift / rotation to attend on-site 24 hours emergency service / issues or additional scheduled work arrangement.
