End User Support/ IT Support

Enduser Support/IT Support

Location: Damansara, Kuala Lumpur, Malaysia

Fulltime - Permanent

Role Overview

The purpose of the role is to resolve technical issues and requests onsite that remote functions are unable to address. The role represents the Technology team in onsite incident, problem management, projects and software delivery.

The role also builds relationships with other international support teams to create a cohesive support team, consult with local business and senior leadership to evaluate support requirements and execution planning. Finally, the role drive local optimization efforts and technology adoption of end user services related applications and systems.

Responsibilities

Analyses and resolves information system issues related to the desktop computing environment, network applications, production applications, and hardware.

Build and deploy Windows, Mac or other hardware for new joiner laptops and laptop upgrades. Deploy other hardware requested through arranged collection in the IT dept. or set up at the user’s desk. Local asset management.

Support and maintain local conference and meeting room equipment

To ensure that all logged tickets are consistently acknowledged, prioritized, investigated, owned and resolved to agreed targets as defined in the Service Level Agreement (SLAs).

Resolves, routes, or escalates service requests to senior technicians or functional teams as necessary.

Manage calls with 3rd party suppliers where necessary through to closure

Escalate calls where necessary to the support manager, report on status of outstanding calls

Builds relationships with other international support teams to create a cohesive support team

Assist senior staff with functional tasks to support end user service projects such as software upgrades, patching, computer imaging, network upgrades, etc

Consult with local business and senior leadership to evaluate support requirements and execution planning.

Drive local optimization efforts by identifying service issues and implementing improvements by automation, self-service and other measures.

Drive technology adoption of end user services related to applications and systems

Support Audits (internal & external), Certifications and GDPR related activities alongside other tech functions and business.

Technical support for local applications where applicable alongside other tech or business teams.

Technical skills:

Excellent technical knowledge in all key areas of EUS technologies, e.g.

Windows and Mac OS

Microsoft Office 2016, Office 365 & Teams o iOS and Android devices o Hardware and Peripherals o Mobile devices

Skills about o Call Management Systems, especially Service Now o Teams conferencing and enterprise voice

Audio visual systems (TV/Projector systems) and conference technology o SCCM

Basic Network Skills o ITIL certified

Experience in working in an international environment