IT Service Desk Technician

Job description

RESPONSIBILITIES

· Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool, etc.
· Log all reported IT Incidents / Requests and perform 1st level troubleshooting, escalation or resolution as part of the Incident Management Process.
· Perform user administration, remote technical trouble shooting and provide First Contact Resolution where possible.
· Responsible for hardware setup / purchasing, software installation / purchasing and IT training as User's Introduction to IT System.
· Coordinate, escalate and work with various IT support teams, business owners, service managers across regions.
· Create and maintain operational documentations / knowledge database
· On-site resource for Disaster Recovery actions.

Desired profile

REQUIREMENTS

·  Diploma or above in Information Technology.
·  Min 2 years working experience in an IT Service Desk environment of MNC providing 1st level end user support.
·  Experienced in IT Service Operations with strong focus on Incident Management.
·  Experienced with major operating systems, core desktop applications, software, Lotus Notes Client, Outlook, network security and access, hardware break/fix and network connectivity, instant messaging, SmartPhone, Polycom Video Conference, antivirus, etc.
·  Strong IT technical skills with excellent desktop / notebook support knowledge in a distributed computing environment.
·  Good command of English / Mandarin
·  Self motivated, excellent communications and interpersonal skills.
·  Ability to work across organizations to obtain information and drive for results.
·  ITIL foundation certification preferred.