Job Description
Key Responsibilities - Daily Support
The range of activities and tasks to be undertaken by a First Level Support Analyst are to:
· Answer all incoming calls Technical Support Hotline and attempt 1st call resolution
· Response to all incoming emails to Technical Support mailbox and attempt 1st touch resolution
· Resolve or escalate tickets in a timely manner
· Follow up with the respective team on ticket closure
· To provide support & troubleshoot hardware issues for various endpoints, (E.g. Laptop / Desktop / MacBook / iPhone / iPad / Printers…)
· Troubleshoot, diagnose, and resolve reported IT issues that include PACS applications, computer installation / re-installation and configuration of software
· To coordinate with different vendors for any hardware repairs or replacement
· Manage & maintain all IT Asset inventory including installation, setup and configuration of new endpoints
· Manage & maintain Corporate iPhone & iPad devices inventory (In Collaboration with Workplace Services) including configuration, deployment, passcode reset and enterprise wipe via the Intune MDM Portal
· Manage & maintain the Virtual Desktops Inventory including installation and configuration
· Manage & maintain the IT Storeroom and ensure that all items are accounted for
· To provide standby support for important meetings or events that are held by PACS as and when it is required
· To provide standby support for Month-End activity on every last day of the month and weekend
· To facilitate and provide standby support in the annual IT Disaster Recovery & Business Continuity Planning exercises
· To provide standby support and perform network verification if there is a network upgrade after office hours and weekends
· Ensure that the relevant vulnerability updates and security patches are deployed in a timely manner using SCCM and highlight any issues to Regional Technology
· Ensure that all McAfee components (DLP / HIP / Antivirus Engine / Antivirus Signature) are installed and updated to the latest versions in a timely manner using the McAfee Portal
· To provide support for the Condeco Room Booking system in collaboration with Workplace Services / Vendor as well as any deployment of patches
· To manage purchase requests from users for any IT Assets be it hardware or software. Manage the respective vendors on the purchase and delivery of the purchased IT Assets
· To receive any delivery of purchased IT Assets and register it in the IT Storeroom
· To rotate to other sites and provide same level of support for end users.
Key Responsibilities - VIP/VVIP Support
· To provide “white glove” support to VVIP Users with the devices such as laptop, phone and tablets which are being used by the user.
· Perform standby support off site (hotel, venues or residence) or on site for meetings and events for the VVIP.
· Attend or support the VIP/VVIP via chat / call / messaging services or even email.
Candidate must have experience with VVIP Support
Skill Set and Experience Requirement
General
· Excellent communication and interpersonal skills, fluent in both speaking and writing English and have a pleasing personality
· Experienced in supporting VIP/VVIP (Group CEO & Exec Suites)
· At least 2-year hands on experience in service desk or troubleshooting of desktop.
· At least 2-year experience of working in a helpdesk/ call center customer handling environment
· Previous working experience in a multinational Service Desk/ Helpdesk environment for 1 or 2 years is a definite added advantage
· Excellent listening skill
· Good analytical skills and an ability to define the precise nature of customer problems
· Ability to organize and prioritize work in an effective manner
· Ability to work under pressure and be decisive
· Ability to support multiple account/customer environment
· Methodical and disciplined approach to work
· Self-motivation, drive and determination to succeed
· Good personal time management and task organization
· Ability to work well in a team and in a target oriented
· Good understanding of customer satisfaction principles and practices
· Willing to work extended hours including weekends/ public holidays
Technical
· Working knowledge of PC technologies and industry standard desktop applications such as MS O365 & Windows 10
· Knowledge of cabling and network (LAN/WAN) architectures
· Knowledge of Remote Desktop Management tools
· Understanding of and ability to carry out quality assurance checks of work
· Ability to grasp new technical concepts quickly
· Basic understanding of computers and how they are configured
Any Graduate