Summary of Job Description
To guide and lead the IT Helpdesk and end-user computing (EUC) services in TFPC and its subsidiaries.
Key Responsibilities
1. To guide and lead the onsite IT Helpdesk and end user computing team.
2. Overall management, administration and technical support of day-to-day onsite end user devices serviceability, either via face to face, telephone or via remote connection tools, upgrade and administer Windows Operating System.
3. Taking ownership and monitor incidents and service requests from end user, ensure follow up and resolving the tickets within agreed SLA timeline.
4. Manage the complete life-cycle of laptop/desktop environment from procurement, on-going support to decommissioning.
5. Monitors support issues at sites to identify patterns and common issues with the aim of prioritizing resolution of issues that significantly improve the degree of reliability and quality of services.
6. Primary support for data center facility management.
7. Perform weekly and monthly reporting to management.
8. Work closely and provide technical support to other IT teams as required.
9. Manage vendor relationship and ensure SLAs are met in accordance with the underpinning contracts.
10. Secondary support for network infrastructure.
Requirements
1. Advanced Diploma or University degree in the field of Computer Science, Information Systems or Software Engineering, and / or 2-4 years or more of equivalent working experience.
2. Possess any of the certificate such as MSCE or MCSA SQL 2016 Database Administration.
3. Minimum 2 years of experience in management and technical support of day to day on site end user devices such as laptop/desktop, printers support operations, either via face to face, telephone or remote connection tools.
4. Minimum 2 years extensive hands-on experience in managing and troubleshooting Microsoft Windows desktop Operating System and Office 365, Active Directory, File & Print Services.
5. Experience and / or knowledge in support basic network and server issues.
6. Experience in complete life-cycle of end user devices from procurement, on-going support and decommissioning.
7. 2 years of experience or / and good knowledge in incidents and service request management within ITIL framework.
8. Experience in monitoring and managing support issues at site to identify patterns and common issues thus to improve overall reliability and quality of services.
9. Understand IT technical concepts and able to communicate to technical and non-technical audiences.
10. Excellent analytical and problem solving skills.
11. Excellent customer facing qualities with flexible, can-do attitude.
12. Strong people and vendor management and task oriented.
