Information Services (IS) Senior Support Analyst
Job Duties and Responsibilities:
- Provide first and second level technical support for end users
- Manage service request and incident management processes to meet IT service quality SLAs
- Manage problem management process to ensure root cause analysis and problem resolution workflow are executed when required
- Ensure standard ITIL based service delivery processes are implemented for IT services to be fit for use and fit for business
- Identify cost optimisation with service improvement opportunities
- Support and manage end user devices (desktops, laptops, printers, smart phones)
- Work with site support to facilitate meeting room setup
- Perform other duties and responsibilities as assigned
Job Requirements:
- Diploma / Degree in Information Technology or its equivalent
- At least 5 years of relevant working experience in helpdesk and onsite support with strong support skillset
- Must be independent and proactive
- Good communication and written skill
- ITIL certification level 2 would be an advantage
Technical Knowledge Preferred:
- Microsoft Window 10 & Office Suite
- Management of SCCM & 3rd party patching console
- Management of Anti-Virus protection console
- Online collaboration tools (MS Team, Cisco Jabber, WebEx, Zoom, Skype, etc.)
- Good knowledge with Litera & DMS will be added advantage
If you have questions about this job, please click on apply. The employer will contact you then.