JOB DESCRIPTION

Answer inbound calls to the IT Service hotline within agreed KPI

• Log and create service desk ticket for issues and fulfillment and ensure ticket are assigned and categorized properly
• Escalate support ticket to L2 support on time
• Follow up escalated ticket and update user on status until closure
• Document resolution before ticket closure to buld the knowledge database
• Analyze service desk queue for trends and notify IT Support team leader as required
• |Update the knowledge database for new resolutions discovered
• Troubleshoot user issues over the phone or personally meeting with the users to resolve issues reported.
• Install an configure application as requested by users for business needs
• Modify and fine tune hardware setup to meet user requirements on peformance and stability
• Monitor and maintain user system to ensure performance is optimal
• Apply patches and fixes as recommended by software and hardware vendor
• Install, configure and support printers, scanners and other IT related devices.
• Transfer user stations as required by departmental managers
• Assemble, install and configure user desktops and laptops
• Assemble, install and configure printers, scanners and other IT related devices
• Apply virus protection system and setup disk encryption for desktop and laptops before handing over to business users
• Log configuration item details to the Configuration Management Database (CMDB) and ensure all changes in the item level is updated in the CMDB
• Run daily night batch process for Caesar application
• Ensure backup system is executed as per daily schedule
• Perform Caesar backup restoration as per daily schedule
• Escalate batch process issues to the development team on time and follow up resolution until closure.
• Perform assigned daily health checks and escalate issues found to the Network and Systems team

SKILLS

• Experience in desktop support
• Experience in hardware and software configuration
• Experience in Service Desk process
• Knowledge in networking fundamentals and essentials

Please refer the Job description for details