Job Description

Role: Service Delivery Engineer

Facilitate and provide technical / event supports for the Classroom, Lab, meeting room and other areas that have Audio Visual system.
To oversee the day-to-day teaching facility operations, which include loan of portable devices, accessory and supplying of consumable items such as battery for wireless mic.
To attend, assist, response and resolve user requests on problem and operation of Audio Visual system.
Operate videoconferencing / teleconferencing equipment for executive presentations and meetings.

• Responsible for any audio / visual-related duty, including scheduling, end-user coordination and training, troubleshooting, repairing and installing AV equipment
• To man the Service Desk Hotline and provide First Call Resolution over the phone and provide remote support or troubleshooting
• Focus on First Call resolution to ensure early closure of tickets
• Ensuring user queries or issues are captured and validated for further processing
• Co-ordinate with different support team (including vendor coordination) to ensure issue resolved with proper resolution recorded
• Follow SOP and Policy defined
• Responsible for Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow \xe2\x80\x90up till closure within agreed SLA
• Incident ownership, monitoring, tracking and communication with all parties
• Implementing best practices to reduce time and increase efficiency
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Direct unresolved issues to the next level of support personnel

Requirements

• Minimum 3 years of relevant in IT service desk experience
• Must have IT knowledge and skills in, but not limited to:
• Windows OS and Hardware
• Apple Mac OS and Hardware
• Apple iOS and Hardware
• Android OS and Hardware

Office productivity tools such as Microsoft Office, MS Project, etc.

• Good knowledge on the desktop support for both hardware and software
• Possess good communication skills and emotional intelligence
• Possess good phone etiquette
• Must be customer \xe2\x80\x93 oriented