Job Description

Reporting to the Senior Manager, Service Management, you will administer and implement IT Service Management plans and processes such as business projects and user support in line with overall divisional business strategy and objectives, and Group guidelines and policies.Responsibilities:

• Rollout IT focus strategy projects such as 100% uptime, IT Security and Data protection and EGAP modernization application tools.
• Apply prescribed IT Service Management processes and report on Critical Success Factors, Key Performance Indicators, Activity Metrics and business impacts.
• Deliver on assigned tasks to execute IT Service Management projects / deployment, provide project updates and escalations on any issues encountered.
• Provide IT Security and Data Protection related end client support for incident, vulnerabilities and compliance patching. Report, escalate to IT Security Senior Manager and fix (with resolution provided) any IT Security and Data Protection end client issues.
• Reporting, escalate to Senior Service Engineer and fix (with resolution provided) for any EGAP modernization/Core application tools.
• Provide level 1 technical and business application support (such as MS Teams, Microsoft Office 365, SharePoint, EGAP applications and Operational devices) through incident management and in accordance to ticket resolution SLA.
• Provide onsite support, perform Contingency Recovery actions and monitor ticket SLA during critical operational outages to minimize Business Impact with 100% uptime focus.
• Responsible for user onboarding and off boarding for PC deployment/return, loan items, user accounts creation/deletion.
• Responsible for PC deployment/return, loan items deploy/return, user accounts creation/deletion is done during user onboarding and off boarding.
• Conduct proper pre-testing for Physical and Virtual townhall support and escalating any issues encounters during pre-testing to Service Management Senior Service Engineer/Project Manager.
• Update Site hardware (PCs, Printers, Meeting Rooms Equipment) and software license inventories.
• Report any IT related equipment fault that occurs onsite to Service Management Project manager and escalate to Service Management Senior Manager if fault is not fixed.
• Provide IT remote support for work from home users with company "New Work of Working" implementation of Mobile Work Policy.
• Perform AOH Level 1 IT support duty as assigned.

• Preferably Diploma in Information Services/Business (or equivalent).
• 2 years\xe2\x80\x99 IT and/or working experience preferred.
• Good communication and interpersonal skills (English) - spoken and written
• ITIL Foundation
• Basic IT end client and System Security
• Industry Standard Software, i.e. Office tools, Adobe, Symantec, Zscaler software.
• Basic Project management skills
• Basic Telecommunications knowledge
• Willingness to pick up new technologies

DHL