Provide first line support on issues related to Operating system, connectivity,
MS office including MS Outlook, Meeting room systems and Office IT
equipment.
• Log IT ticket for incidents and follow thru to resolution. Update ticket details as
incidents are manage until completion. Regularly review incident tickets and
improve FCR (First Call Resolution).
• Responsible for the day-to-day IT operations, scheduling and technical
support of the company’s infrastructure and computers etc.
• Support the company’s WAN & LAN environment and coordinate with
Global & local vendors for support. Work with in country telecom providers
to review and select best connectivity (Internet, WAN & Mobile services)
solutions.
• Accountable for support and maintenance of printers, Meeting room automation,
Video Conference systems, Telephone systems, Digital Signage system and
access control systems.
• Act as the primary contact for our customers as the “face of IT”.
• Promoting a welcoming and engaging service/environment to make sure we
deliver an excellent customer contact experience.
• Analyze the customer’s needs utilizing analytical skills to develop appropriate
and innovative solutions as required.
• Support the local onboarding and offboarding IT processes to assist with driving
a successful IT experience.
• Liaise with other IT Teams, as necessary in order to resolve faults, keeping the
customer fully updated of next steps.
• Ensure all customer interactions are recorded as tickets within ServiceNow.
• Make sure escalations are dealt with, managed and minimized whilst remaining
calm in situations of conflict.
• Process any returned IT equipment in accordance with Asset Management
obligations.
• Ensure the onsite & service desk service is ran in accordance to the global SOP.