Service Desk Engineer

Responsibilities

  • Ensure all Office IT related issues and problems are resolved within the stipulated SLA
  • Ensure all Tickets assigned are worked on, updated and resolved
  • Ensure the Office IT infrastructure is proactively monitored and maintained
  • Ensure all IT Assets (Hardware & Software) are tracked and kept up to date
  • Provide sufficient analysis and follow up action on issues
  • Support the development and compilation of procedures and guidelines team and internal customer needs
  • Be prepared for on-call 24x7 standby due to IT infrastructure issues

Main Task

  • Work on Service Desk Tickets that are logged in person, via phone or by email
  • Troubleshooting, analysis and problem solving.
  • Follow up on outstanding requests and ensure timely resolution. Escalation to both internal and External Service Providers to resolve issues where required.
  • End User Administration in the area of: Active Directory, File & Print, Printer, End user IT Work equipment, Corporate Mobile Devices, Office Telephone Phone etc
  • Create accounts and configure IT hardware as part of on-boarding process
  • Coordination to Service Providers, i.e. Repair and Service of End User Devices
  • Manage and monitor internal assets to ensure accurate inventory records
  • Manage User Administration requests ensuring Information Security rules are enforced
  • Provide work instructions to end users on all things IT

Requirements

  • Apprenticeship, certification, or associate degree in IT related field or similar experience.
  • ITIL foundation certified
  • Working knowledge of MS Office and Adobe products, client operating systems (Windows 7 / 10, MAC OS) and AD (Active Directory) with a desire to improve your knowledge to expert level.
  • Minimum of 2 years of related IT Service Desk or operations experience
  • Working knowledge in TCP/IP Networking and Routing, End user Desktop support/Setup.
  • Good communication skills, including creation of user documentation and technical documentation
  • Fluent communication in English. Other Asian languages e.g. Bahasa Melayu, Chinese, Cantonese is an added advantage but not required.
  • Coordination and Organization skills
  • Team player with a focus on Service oriented mindset and approach to work
  • Team player, independent work is expected

Benefits

Attractive Salary & Benefits!