Key Responsibilities
1. Incident Management
- Log all incidents (either via phone or email) into the Incident Management System and handle all incidents within the SLA.
- Follow through all the necessary escalation from L1 to L2 and/or 3rd Party, hardware vendor and also to the supervisor.
- Ensure all the information entered into the Incident Management System are accurate and complete to facilitate the generation of monthly report for Management review; else immediate rectification is to be done upon seeking supervisor approval.
2. Asset Management
- Ensure new PCs and IT peripherals deployed are in working conditions else rectification is to be done.
- Ensure the accuracy of the asset information, such as all are tagged and recorded into the asset database, accompanied by necessary form duly signed.
- Report any discrepancy of data to supervisor/ manager and perform the necessary rectification as per supervisor instruction.
3. Desktop Software / Patch Management
- Assist in the testing and rollout of the software/ patches to all PCs.
- Provide daily/ weekly/ monthly update on the progress to the supervisor.
4. Job Request
- Understand the user's requirement, provide recommendation and solution to the user within SLA.
- Provide an immediate update on the status of the request assigned.
- Provide on-site VIP Support to key appointments holders.
- Manage and ensure Desktop Teams does meet a minimum expectation support standard.
- Taking ownership and responsibility of queries, issues and problems assigned to EUC Team members
- Work with vendor support contact to resolve technical issues with the desktop environment or products principle.
- Escalate issues and involve experts or other ITD teams wherever required to resolve issues promptly.
- To identify the needs and requirements of the users and to try to coordinate and comply to meet asset management of client hardware and software.
- To manage, identify and handle issues that may arise and highlight them to relevant party/teams/management.
- Assisting in Condemning/Decommissioning of outdated assets and disposal
- Image Creation and Cloning (Acronis TrueImage) for Tech Refresh and daily BAU operations
- Was trained and learn how to setup an MDT Server (Microsoft Deployment Toolkit)
- Managing Daily IMAC Operations & Project IMAC, leading, scheduling and allocating resources for daily tasks required.
- Perform installation, setup, configuration, diagnostic, migration, upgrading and maintenance of Desktop PC/Laptops, OS, Application, software and related IT peripherals
- Provide support to end-users in troubleshooting and resolving of desktop PC and related IT Products such as Printers.
Requirements:
- Minimum 1 year of experience in IT/Desktop Support Engineer is preferred.
- Flexible to do 12-hours shift.
Interested applicants please send your resume to [email protected]
Venessa Goh Wee Ni
R24124686
Recruit Express Pte Ltd
EA License No: 99C4599
RCB No.: 199601303W
We regret that only shortlisted candidates will be contacted.
