Alamat
Bentuk pekerjaanJob Description
- Manage incident / tickets reported by business users on various devices (Desktops, laptops, thin clients, printers).
- Manage HW vendors, produce technical reports for malfunctioning devices with recommendations to replace or upgrade.
- Specify standard technical specs for end user devices to be listed by procurement team while acquisition.
- Manage end users HW & SW inventory up to date.
- Manage end user SW systems up to date specially for security updates required to ensure secured operations and avoid disruptions.
- Provides support for the users by detecting, diagnosing and restoring the normal service as quickly as possible (providing workarounds) , in order to minimize disruption to business applications.
- Respond to requests and inquiries from end users within the pre-determined timeframe of our service level agreement.
- Responsibilities include on- call shifts to respond to users reported incidents during off-hours once IT is offering 24x7 services this includes but is not limited to Digital banking platform health/ performance monitoring.
- Attend knowledge transfer sessions to get 1st level support experience on various SW systems.
- Provide knowledge transfer to SD agents on known issues related to desktop support that SD team is providing 1st level support.
- Participate in DR test & provide needed support for End users to access their systems smoothly from DR site.
- Bachelors degree in Engineering or Computer Science.
- Prior experience in tech support, desktop support, or a similar role of two to three years is required.
- High proficiency level in English language.
- Attention to detail and good problem-solving skills.
