Desktop Engineer and VIP support

Responsibilities & Requirements

• Install, Configure, and troubleshoot OS and Software related issues and help users to resolve the issue
• Should have experience in handling VIP support -Addressing and resolving issues of CEO/CFO/Dept Heads
• Good understanding in troubleshooting laptop hardware related issues
• Handle all non-compliant report shared by EUC team and support team to reduce noncompliance.
• Arrange shifts and plan support for VIP/ Retail stores with support teams availability
• Ensure all assigned /reported issues are addressed within SLA
• Co-ordinate with KL deskside support team for laptop imaging and allocation
• Maintain laptop allocation and software license inventory and ensure all allocations are tracked and updated
• Support EUC team during audit for queries related to allocation of assets and licensed software
• Coordinate with vendor for hardware replacement during failure
• Coordinate with client and vendor for asset disposal
• Must be willing to work on rotational shift. Weekend support as and when needed. Must be flexible to meet current and future business needs
• Positive attitude, problem solving skills and self-initiative are must qualities
• Prepare documentations and specifications
• Collaborate with other team members and stakeholders

Additional requirements:

• Responsible for VIP users support , take bottom-line responsibility when an issue reported and coordinate with other stake holders to get the resolution
• Retail store support: Promptly respond and support all issues reported by clients EP/PP stores across Singapore
• Support and coordinate for asset shipping for roadshows and provide end to end deskside support
• Follow up with vendor for Fixed asset disposal and share the required documents with client to complete the process
• Escalate to the relevant team as required, promptly following procedures, and ensuring management is updated accordingly.
• Ensure the Client and delivery team is always up to date on incident progress. Provide detailed feedback to team members on all the incident resolutions, ensuring full details are documented and entered Knowledge base

Knowledge of ITIL v3 and Intermediate topics is preferred. Certified in ITIL would be a benefit

Requirements

• Bachelors Degree Qualification in Information Technology, Computer Science, Engineering (Computing/Telecommunication) or equivalent
• 5 to 8 years of experience in Deskside issues troubleshooting and Administration
• Must have windows OS experience, Software/ Hardware installation & troubleshooting.
• Experience in VIP users handling, DSS Team management.