Kloudynet is a fast-growing Cybersecurity company in Southeast Asia and also an Advanced Security Partner with Microsoft specializing in providing innovative solutions and services to clients across various industries. Currently, we are looking for IT Onsite Support Analyst for our client who is a leading in the insurance industry.
PURPOSE
- Contribute to projects with a wide-ranging impact on the organization, offering IT support and expertise to ensure project success.
- Collaborate closely with the Service Delivery Manager and ServiceDesk Lead to analyze incident trends, identify root causes of negative trends, and implement effective resolutions, fostering a proactive approach to incident management
KEY ACCOUNTAIBILITIES
- Provide remote and on-site technical support for workstation hardware, applications, email, printers, smart devices, corporate mobile phones, and network-related services.
- Perform workstation setup and relocation.
- Assisting in setting up meeting room for conference, where IT support is needed.
- Invoke problem escalation process to next level of support.
- Learning and sharing knowledge in different forms, from contributing with articles in the Knowledge Database up to delivering training or facilitating forums.
- Communicate with Incident Management, Change Management, Problem Management, and respective support teams.
- Create, support, and deliver accurate ad-hoc/standard dashboards/ reports to communicate performance metrics in relation to SLA in a timely manner. Provide analysis and interpretation as required.
- Undertake any other ad-hoc IT tasks as assigned.
- Coordinate with vendors and facility team as needed to ensure timely and effective resolution of meeting room device issue.
- Maintain accurate hardware and software inventory and documentation of meeting room equipment.
- Create, support and troubleshoot Azure Virtual Desktop access and issues in BAU support.
- Perform support on desk relocation and configuration.
KEY PERFORMANCE INDICATORS
- Service Level Management delivery support as accordance to service targets.
- Perform other ad-hoc IT tasks as required.
- Compliance to IT Service Management processes.
- Compliance to IT Risk & Security policies.
EXTERNAL & INTERNAL CONTACTS
- End users.
- Service Delivery Manager.
- ServiceDesk Lead
- Event and Facility team members.
- IT and stakeholders of Business Units.
- IT teams of Group Shared Services.
- Risk management and Internal Audit of Group and Business Units.
- External Auditors.
- Vendors and/or Service Providers.
QUALIFICATIONS / EXPERIENCE
- Degree or Diploma from Information Technology or equivalent discipline.
- At least 2 - 3 years previous experience in a similar IT support role.
- Experience with SaaS ITSM Suite of tools such as ServiceNow.
- Strong technical knowledge of workstation hardware, software applications, printers, iOS, smart phones, tablet and network-related services.
- Proficient in troubleshooting and problem-solving techniques.
- Excellent communication skills with the ability to effectively interact with end-users and support teams.
- Knowledge of ITIL best practices and incident management processes.
- Strong analytical and reporting skills.
- Self-motivated, proactive, and able to work both independently and collaboratively in a team environment.
- Good documentation skills and attention to detail.
KNOWLEDGE & TECHNICAL SKILLS
- Services Now
- Active Directory
- AVD / WVD support
- Microsoft SharePoint
- MS Intune
- Proficiency in spoken and written English
- iOS and Android OS
- Mac OS will be an advantage.
- Experience with AV systems will be an advantage.
*Only shortlisted candidates will be notified*
