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 as guided by customer
• Communicate with customer 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 client company 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, keeping customer true to their compliance requirements
• Ensure customer satisfaction.
• iPad, iPhone, Android – basic troubleshooting, Mobileiron/Intune configuration, guides.
• Perform other task that may be assigned by Customer and fulfil satisfactory customer expectation.
Requirements
• Degree / Diploma in Information Technology/Information System/Computer Science. Business IT or other relevant disciplines with 2 to 4 years desktop support experience.
• Must have strong PC Hardware and Software handling and troubleshooting skills.
• Knowledge in Call Management, Ticket Management, Asset Management and Escalation 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
• Willing to work staggered working hours Mon to Fri : 7am to 4pm, 8am to 5pm, 9am to 6pm , 10am to 7pm (Rotate weekly)
Licence no: 12C6060
