Description

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

Education

Any Graduate