Responsibilities
- Support project teams in implementation, installation, and configuration of PCs/Workstations OS., applications and related peripheral devices.
- Provide phone and on-site support, resolving, troubleshooting and investigating issues pertaining the PCs, applications and peripherals for systems.
- Record incidents into the incident management system, either through incident tracking software or email.
- Ensure all incidents are addressed within the defined Service Level Agreement (SLA).
- Follow through all necessary escalation from L1.
- Prepare daily situation reports for management review.
- Provide timely updates on assigned requests.
- Verify the functionality of newly deployed PCs and IT peripherals; escalate any issues for resolution.
- Maintain accurate asset information in the asset database, including required documentation.
- Assist in the testing and rollout of the system bug fixes/ enhancement / patches.
- Provide regular progress updates to Project Leads regarding bug fixes, enhancements, or patches
Requirements
- Minimum ITE / Diploma in Computing and Information Systems.
- At least 2 years of equivalent work experience (in operations support).
- Knowledge of Office automation tools, MS Operation Systems.
- Experience in desktop software for patch management, software packaging and software delivery is an added advantage.
- Strong oral and interpersonal communication.
- Excellent analytical and problem-solving skills.
- Proficient in Microsoft Office, e.g Words, Excel, PowerPoint, etc.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Must be independent, resourceful, pro-active and a team player.
- Strong aptitude in picking up (operation knowledge) in more than one type of system.