Sr. Officer - Service Management

To provide support of ITIL Processes and business users which includes Service Desk, End user support, hardware and software provisioning and batch process include all ITIL functions in order to support the day to day business operations within the agreed KPI and SLA

Service Desk process

• 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 at 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

End user support

• 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
• Strong Network background to troubleshoot end-user issues
• Modify and fine tune hardware setup to meet user requirements on performance and stability
• Apply patches and fixes as recommended by software and hardware vendor
• Install, configure and support printers, scanners and other IT related devices.

Hardware and software provisioning

• 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

IT Service Management

• Maintain ITIL process (Incident Management, Service catalogue, IT Assets)
• Adhere ITIL best practice.
• Make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams.
• Maintain Configuration Management Database (CMDB) to ensure all changes in the item level is updated in the CMDB.
• Maintain the IT Assets Management (All End-users related assets).

• Experience in desktop support
• Experince in hardware and software configuration
• Experience in Service Desk process
• Knowledge in networking fundamentals and essentials
• Good ITIL knowledge preferably ITIL certified

Information Technology