TECHNICAL EXPERIENCE

• MS 365
• MS Teams
• latest Windows OS
• latest Windows Server OS basic admin
• Able to support application and OS installations
• Good understanding of end user hardware
• Good understanding of enterprise networks (hw and software layers)
• Experience with an ITIL driven ticketing systems / ServiceNOW preferred
• Experience in an international company (financial industry would be an asset)
• 5 years’ relevant experience (see above)

• Working with the global IT peers in other offices and /or Service Desk teams on user incidents/service requests in a professional manner
• Taking ownership of assigned cases and tasks while aiming to resolve them timely and efficiently
• Conduct detailed analysis and troubleshooting with users to achieve resolution of reported issues
• Provide remote support to users who are working from other global offices (same time zone) and or working from home / abroad
• Maintain detailed inventory of IT assets (desktops, laptops, and other accessories) while planning for future needs
• Liaise with local and overseas vendors for IT supplies and equipment
• Ensure local office and data centre IT equipment and meeting/conferencing tools are maintained in good working condition while providing user guidance
• Business continuity tests for the local office
• Proactively communicate with IT support teams globally to provide production support
• Hands and eyes on the ground for end user /workplace support tasks
• Escalation of production and platform issues to responsible teams
• Tracking and follow up on incidents using service management tools and emails
• Preparation of incident report for regulatory submission using results from post-mortem investigation and root cause analysis
• Assist with ad-hoc duties as necessary