INT-675B786 | OSS LEAD 1

OSS Lead 1 is responsible for providing technical assistance to all end-users and IT infrastructure support. His/her main responsibility is to ensure all IT related issues or requests are being facilitated.   

The main responsibilities of a OSS Lead 1 include:

• Handling client escalations onsite   
• May be called on to oversee junior members of OSS team  
• Providing second-line investigation and diagnosis  
• Resolving and closing incidents/service requests as per help desk procedures & allocated timelines  
• Escalating unresolved incidents/service requests within agreed timescales  
• Logging relevant incident/service request details per help desk procedures  
• Communicating with client regarding incident progress  
• Ensuring tickets are always updated until issues are resolved  
• Conducting hardware and software maintenance and support  
• Performing IMAC (Install, Move, Add and Change)  
• Local network support and/or assists centralized Network team  
• Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners  
• Assisting Asset Management Team in inventory of IT assets  
• Performing deployment and movement of IT assets  
• Performing additional task that may be assigned by the immediate supervisor