Provides support to users of desktop computers, laptop computers, tablets, mobile communication devices, printers and office equipment. Support may be on location or remote. Activities include provisioning, installation / set up, troubleshooting, providing basic training, technical guidance and client support on usage of all equipment. Responds to calls regarding system outages, troubleshooting and resolving users’ issues who are on location or working remotely. Strives to meet or exceed Service Level Agreements (SLAs)
RESPONSIBILITIES
- Provides day-to-day Desktop Support services for an assigned organization, location or function.
- Installs and configures desktop, workstation and peripheral devices.
- Troubleshoots network performance.
- Engages with printers, mobile/office phones and other office infrastructure management
- Provides remote and face-to-face technical support for users, addressing computer, peripheral, connectivity and other problems.
- Responsible for tracking / maintaining / managing inventory (devices, batteries, cables, other accessories).
- Raises and maintains purchase requisitions / orders.
- Trains employees in workstation and device use.
- Manages work orders, problems or tasks within a structured ticket management system.
- Recommends and ensures timely, accurate, reliable and functional upgrades and patches.
- Manages computer life cycle, procurement, and distribution for users including new hires
- Provisions accounts for new users and de-provisions for departing employees.
- Assists with user moves by de-installing and re-installing allocated equipment.
- Continually meets or exceeds SLAs
- Maintains information security standards and supports information security protocols
- Manages vendors, invoices, billings, and procurement processes as required
- Works on assigned IT projects as required which could be in local, regional, or global scale ones
- Possesses good knowledge and skills on Microsoft Power Automate and/or PowerApps
QUALIFICATIONS
Required Qualifications
- Minimum 4-5 years of IT support experiences
- A bachelor’s degree in a computer discipline or relevant certification
- Proven working experience as IT support specialist/analyst
- Good experience with IT ticketing and report management tools
- Good written and spoken business English communication skills
- Familiar with a range of software and hardware uses
- Good problem-solving skills, positive attitudes, strong work ethic and service mind
- Experiences working in a multi-cultural/multi-national company environment
Preferred Qualifications
- Good knowledge and experiences on IT Service Management or ITIL
- Experience in IT automation process and implementations would be a plus