Job Description
Job Purpose
To provide end users support for all IT related matters
The Job
Provide technical analysis and assistance to support and resolve IT equipments e.g. desktop, laptop, printer, etc and application problems
Take ownership for incidents and service requests that are being escalated by updating, follow up and resolving the tickets within agreed Service Level Agreement (SLA) timelines
Support basic network related and server system issues
Assures the quality of fixes and patches & apply patches and upgrades accordingly upon assignment
Update call center on the ticket status and ensuring the tickets are resolved within agreed SLA timeline
Develop workaround and fixes for new incidents
Perform daily, weekly or monthly reporting including adhoc.
Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks
Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
Highlight any potential concerns /risks and proactively shares best risk management practices
