Sr. Officer - IT Support

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 backgorund to troubleshoot enduser issues
• Modify and fine tune hardware setup to meet user requirements on peformance 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 Endusers related assets).

Experience Fields

• 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