Job Description

Responsibilities

• Provide 2nd level helpdesk/onsite support to users and VIPs on Desktop / Notebook / Mobile / Peripherals / VC / AC, update software patches.
• Overseeing, manage and coordinate between overseas onsite engineer and 3rd level support for International Office (IO) day to day operation
• Manage overseas International Office IT service delivery to customer through IO IT rep and vendors and engage customers and IO IT rep for regular service reviews
• Coordinate with IO office managers and finance managers for IT administrative matters including IT procurement, staff onboarding/offboarding, inventory and asset management, preventive maintenance, tech refresh, power shutdown etc.
• Serve as point of contact for IO IT service escalations
• Assist in project management of IT related initiatives in IO offices including new office setup, technology adoption, application deployment etc
• Assist in ensuring compliance of IT policies, processes, and standards. Serve as point of contact for IO audits.
• Install, upgrade, support and troubleshoot Windows 10 and Microsoft Office
• Dealing with hardware and application support queries and issues reported to the support desk and escalated to the Desktop Support Engineers
• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software
• Familiarize end users on basic authorised software, hardware and peripheral device operation
• Take ownership and responsibility of queries, issues and problems assigned to the Desktop Support Engineers
• Works with vendor support contacts to resolve technical issues within the desktop environment
• Escalate issues and involve next level of support wherever required in order to resolve issues as quickly as possible and any other authorised desktop applications & Microsoft or related security patches/Policies
• Performs general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment
• Performs remedial repairs on computers, laptops, printers and any other authorised peripheral Equipment
• Resolve and update incidents with in SLA and also update stakeholders for P1 cases
• Update KB with solution provided
• Assist with other Ad-hoc activities and events.

• Diploma Holder
• Minimum of 6 years experiences
• ITIL Foundation will be a plus