System Support Engineer
Service Desk Operation, Service Desk, OISS
| Organization Structure: |
Reporting to Sr. Systems Support Engineer (Team Lead), Service Desk |
| Education: |
Bachelors degree in Information Technology or equivalent disciplines, preferable with a recognized IT Industry Certification |
| Requirements: |
- 3 to 5 years industry knowledge in leading and managing the Service Desk/Service Desk of a global ICT facility
- Candidate must have good troubleshooting skills, exceptional customer service, and the ability to multitask.
- Windows XP, desktop support, and Office 2003 experience is a must.
- Vista, Office 2007, and mobile messaging experience highly desirable.
- Excellent and effective communication (written and oral), telephone and listening skills.
- Added advantage:
- Advanced understanding of the fundamentals of network and server/desktop/laptop/mobile messaging device administration, installations, upgrades, techniques, tools, materials, and equipment.
- Applies advanced knowledge of processes and resources required to perform analytical and technical tasks on PC systems, with knowledge of LAN server systems as well.
- Installs and supports both hardware and software components for user group.
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| Scope of Work: |
- Be the first point of contact for clients seeking for support on ICT services
- Provide 1st and 2nd level ICT Service Desk support:
- Answer and process client calls on all IT related incidents. Ensure all calls were being logged with adequate and concise information into the helpdesk system for call tracking and problem management.
- Make initial assessment of incidents, diagnose and resolve basic incidents
- To assign or verify severity assignment and incident description.
- To resolve incidents on first call resolution.
- To resolve incidents within agreed service level.
- Take ownership of the incidents and resolved in accordance with service level agreement and escalate where necessary to the appropriate team based on established guidelines & procedures
- To follow up on resolution and inform client on status
- To work in a team to meet the team's KPI
- Execute effective resolutions of risk, issues, problems, incidents for the department
- Liaise with other team members of the Service Desk and internal Service Provider to consistently deliver high quality service and continuously strive for performance improvement.
- Assist to implement an effective knowledge database and ensures validity of contents
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| Special Responsibilities: |
Maintain good relationship with Service Provider for better working environment |
| Working Hours: |
Applicants must be willing to work on 24x7 rotational shifts including weekend and public holidays |
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