Lead team responsible for Level 1 software and hardware support. Provides technical advice, guidance and training to end users.
Provide onsite and remote end user computing support.
Plan and perform asset management including periodical hardware preventive maintenance to ensure proper operation of PCs, Laptops and peripherals.
Troubleshoot and restore routine IT services and equipment issues by analyzing, identifying and diagnosing symptoms using established standard operating procedures.
Perform root cause analysis and develops checklists for typical problems. Recommend procedures and controls for problem prevention. Maintains knowledgebase and helpdesk management system to enhance quality and efficiency of problem resolution.
Analyse tickets periodically, recommend and implement improvement initiatives to increase productivity and service quality of team
Work as a team creating, sharing information and assisting others.
At least Diploma in Computer Studies or Information Technology
Minimum 3 years of helpdesk support experience with at least 1-year experience leading helpdesk team
Familiar with Windows Active Directory
Familiar with End-User computing policies
Experienced in VIP management
Experienced in enterprise service management and asset management tools
Good communication skills
Good knowledge of software, hardware, applications, email and network connectivity issues