Responsibilities

  • Troubleshoot & Resolve Desktop Based Incidents within Service Level Agreement
  • Fulfil Desktop Related Service Requests including but not limited to staging & deployment, software installation within Pre-defined Turnaround Time
  • Assist Desktop Team Lead to Project Manage & perform various Desktop Related Projects including but not limited to PC Refresh, In-Place Upgrade, Security Patching.
  • Perform Root Cause Analysis (RCA) for OS related service problems as part of problem management
  • Liaise with support vendors for maintenance, support or issues resolution.
  • Support Windows OS, office software, and other Desktop Related Software & Hardware.
  • Assist Desktop Team Lead in tracking Incident Trending, workarounds & preventative measures
  • Perform to the given Key Performance Indicators
  • Assist Desktop Team Lead in maintaining the Desktop Technical Documents.
  • Review Desktop System Logs, SCCM Logs & Desktop Firewall Logs based on business requirements
  • Ensuring all Security Level Settings are implemented on all Desktop Systems
  • Assist Desktop Team Lead to evaluate and review new technology, team member performance
  • Work with Desktop Team Lead, team members & customers to achieve high level of customer satisfaction
  • Ensuring all work regarding are well documented and at least one (1) team member is always aware on any work/appointment in the event of his/her absence
  • Ensuring Desktop Team Lead & customers are well informed on the contacts of the next covering engineer in the event of his/her absence

Requirements

  • Minimum one (1) year of EUCD Support, ICT End User Computing or Service Desk Agent experience
  • Ability to perform the daily EUCD Support operations with minimum supervision
  • Possess technical skills in supporting existing and new computing devices such as desktops, notebooks and mobile devices
  • Possess knowledge in IT networking and LAN to troubleshoot computer problems
  • Possess at least one (1) of the following certification:
  • Microsoft Certified Solution Associate (MCSA) Win7/Win8 or equivalent;
  • Microsoft Certified Technology Specialist (MCTS) in Windows Client or equivalent; or
  • CompTIA A+ 220-801/ 220-802, CompTIA PDI+ or equivalent.
  • Candidates with Team Lead experience will be considered for the Team Lead role

Shortlisted candidates will be offered a 2 Years Agency Contract employment.