Responsibilities:
• Provide first and second line technical support in a prompt, professional manner (OnPremise, Remote or via Phone/TeamsTelephony), Provide the highest level of customer service to staff on all support queries.
• Record and track service desk issues through to their final resolutions. Analysis, diagnosis, and solution of client problems on OS and application level.
• Install and configure business devices in-line with standard system builds and configurations. Create and administer staff accounts and logins.
• Deliver global on-site technical assistance, as and when required. Assist, investigate and advise the wider global support team on escalated complex issues.
• Investigate and support critical infrastructure issues, and carry out agreed remedial actions. Liaise with external suppliers and support teams, when required.
• Coordinate and develop training guides and literature, and deliver this training if and when required.
• Ensure changes are appropriately documented and impacted associates comprehensively notified of progress and outage schedules (if an outage is unavoidable).
• Understand in-place business continuity strategies and ensure they are enforced across the business.
Requirements:
• Bachelor's degree,major in IT or relevant.
• 2-3 years’ experience in IT service support.
• Fluently oral English.
• ITIL Foundation knowledge.
• Good working knowledge and administrative experience in core infrastructure services.
• Strong working knowledge and experience in current client products such as MS Windows 10/11, MS Office365 and Apple IOS/Android.
• Good knowledge of hardware products for desktop, laptop, mobile and printers.
• Good knowledge in printing services incl. print management with MS PrintServer.
• Good knowledge/handling of an ITSM tool (preferred ServiceNow).
• Strong customer and service orientation combined with good manners, Confident and professional telephone manner and excellent communication skills as well as enjoy working in a team.
• Excellent analytical and problem-solving skills.
• Personality with high level of professionalism, self-responsibility, risk awareness, proactivity, and accuracy.