Job Description

Responsibilities

• Hardware Support - Perform technical diagnosis and coordinate with OEM vendors for repair of defective devices (desktops, laptops, workstations, mobile devices, tablets, meeting room equipment, printers, etc.).
• Software Support - Diagnose and resolve issues related to operating systems (Windows 11) and standard desktop applications (Microsoft 365, etc.).
• Infrastructure Coordination - Work with infrastructure teams to resolve network, server, or other backend issues affecting end-user operations.
• Hardware & Software Changes - Support end-user device changes/refresh, system upgrades/migrations, and patch updates.
• Asset Management - Manage end-user devices in line with defined processes.
• Smart Hands Support - Provide onsite support for printers, network devices, meeting room equipment, and specialized/scientific devices.
• Regular Checks - Perform routine inspections of IT room devices and meeting room equipment when required.
• Deployment Services - Assist in large-scale deployment projects (asset auditing, discovery, project support, image integration, installations, user self-installations, migrations, and asset recovery) with full reporting and project tracking.
• Inventory & Audit Compliance - Ensure accuracy of IT inventories and compliance with annual audit requirements by maintaining detailed records of hardware, software, equipment, consumables, and supplies, with proper asset tags and classification labels.
• Procurement Management - Handle IT hardware/software procurement and manage requests through ERP systems (PR/PO, ETA, goods receipt, etc.).
• Vendor Coordination - Act as the primary point of contact for vendors, maintaining communication to ensure timely delivery, issue resolution, and fulfillment of purchase agreements.
• Daily IT Support - Provide day-to-day support, including preparing PCs for new hires/deployments, assisting with printer/copier setup, and supporting meeting room equipment.
• Incident & Service Ticket Handling - Attend, respond to, and monitor incident/service tickets, assisting users with hardware/software issues and ensuring closure within SLA timelines.
• IT Project Support - Manage and closely follow up on assigned IT project tasks to ensure timely, successful completion and positive user experience.
• Ad Hoc Tasks - Perform additional IT-related duties as assigned by the manager.

Requirements

• ITE/Diploma in IT or a related field, including 1 to 3 years of deskside support experience; prior experience in MNC environments and VIP support is an advantage
• Familiarity with ServiceNow or similar ITSM tools is preferred.
• Strong technical skills in deskside support with basic knowledge of IT infrastructure.
• Excellent communication and coordination skills.
• Strong organizational and time management skills with keen attention to detail.
• A collaborative team player with a positive attitude, ability to multitask, and commitment to deliver quality service.
• Self-motivated, quick to learn, and dedicated to continuous improvement and professional development.

Skills Required