Job Scope and Key Activities

• To act as a single point of contact for all user incidents, requests, and general communication.

• Provide Level 1/2 support to all applications or software systems.

• Coordinate with different support teams to ensure issue resolved with proper resolution recorded.

• Follow SOP and policy defined.

• Knowledge Base Maintenance.

• Provide incident management for all in-scope assets.

• Responsible for tickets resolution within scope of support, with the use of remote diagnosis and resolution where appropriate.

• Responsible for call logging, call assignment, incident management & coordination, call tracking and follow up to closure within agreed SLA.

• SLA compliance and reporting.

• Responsible for scheduling the engineers for onsite service calls.

• Log all calls in the CRM system provided, review and manage all incidents and problems to ensure accurate recording, appropriate classification, timely escalation and updates to the customers.

• Manage proactive monitoring using relevant tools and manage the alerts and tickets generated to closure.

• Review the incidents and contribute to building up a knowledge base for effective and efficient IT support.

• Develop and maintain service desk metrics and reports.

• Focus on first call resolution to ensure early closure of tickets.

Abilities, Skills, and Knowledge (ASKs)

ABILITIES

• Good problem-solving ability.

• Good customer service and stakeholder management skills.

• Good communication skills.

• Good strong analytical and problem-solving skills. Ability to think outside of the box and apply creative solutions.

• Demonstrate an ability to establish relationships and build rapport at all levels, uncover technical issues, and facilitate their resolution.

• Demonstrated ability to work successfully in a team environment, with good time management and organization skills.

SKILLS

• Good technical hands-on skills.

• Good networking configuration and troubleshooting experience (switches, routers, firewalls, wireless set up and VPN).

• Good troubleshooting skills of end user equipment (e.g., Windows and Mac systems).

KNOWLEDGE

• Good knowledge in SCCM, Linux, AWS and Azure.

• Good knowledge on the desktop support for both hardware and software.

• Possess certification of CompTIA A+/Microsoft Azure Fundamentals/Google IT Support Professional will be an advantage.

Job Requirements

• Minimum Higher Nitec in IT/Computer/Electronic Engineering or equivalent discipline.

• Preferably with 2 or more years related experience.

• Proficient in English.

• Understanding of and commitment to the principles of confidentiality.