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Job Description
Role Purpose:
To provide support to business users which includes Service Desk, End user support, hardware and software provisioning and batch process in order to support the day to day business operations within the agreed KPI and SLA.
Role Purpose:
1- 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 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
2- 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
- 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
3- 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
4- Batch operations:
- 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 Fields:
- Experience in desktop support
- Experince in hardware and software configuration
- Experience in Service Desk process
- Knowledge in networking fundamentals and essentials
