End User Support IT Support

Tasks

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 users 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.

Requirements

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