Assist SH to lead and manage HelpDesk & Field Support
Lead/manage/train staffs in both HelpDesk & Field Support and vendors.
Perform/control/manage daily/ad-hoc HelpDesk & Field Support works.
Perform all self-check related to HelpDesk & Field Support Team.
Report the detail of incident and status to his/her superiors on time without delay in case of any unexpected result of HelpDesk & Field Support and tasks, and also perform trouble shooting and report the status to supervisor on time without delay
Propose or plan a solution to make HelpDesk & Field Support tasks more stable and efficient
Support/control a project related to HelpDesk & Field Support as project member
Lad projects as project manager and supervise projects which is performed by team member as a senior. And propose the alternative solution to superior immediately or in case any delay (including possible delay) or problem of a project been discovered.
Propose/analyze daily/weekly/monthly/yearly HelpDesk & Field Support task and provide a plan for improvements
Perform any ad-hoc assignment as instructed by superior
Assist SH in the day to day management in the HelpDesk & Field Support Team
Provide solutions to user related requests and maintain comprehensive documentation, including knowledge based articles, FAQs and IOP (Internal Operating Procedures).
Review and maintain all documentation related to HelpDesk and ensure timely updates are being carried out by the team.
Respond to enquires, troubleshooting technical issues and resolving problems via phone, email, chat or in-person in a timely manner.
Manage H/W and S/W inventory.
Report the detail of the incident and status to his/her superiors without delay in case of unexpected results of HelpDesk related tasks
Assist leader and Section Head in performing day-to-day activities related to HelpDesk in compliant with MHBK policy.
Perform daily self-checks of helpdesk job tasks and responsibilities.
Assist on Office renovation and Moving.
Broadcast announcement to branch
involve in tasks of incident management.
Requirements
Strong communication and customer service skills.
Problem solving abilities along with patience, empathy in dealing with end-user requests and with end-users as well.
Technical proficiency with computer software.
Prior experience in IT support and Inventory management experience may be preferred.
Business-level proficiency in English as you are required to communicate, read and understand as well as respond and present to management. This includes system discussions, Q&A meetings, status update meetings and writing reports to management etc.
