IT Desktop Support Specialist (VIP Support)

Responsibilities

• Provide technical support and resolve hardware, software, and network issues, manage and follow up on user requests according to service level agreements (SLAs).

• Diagnose, reproduce, and resolve end-user technical issues across hardware, software, and connectivity

• Perform on-site desktop / network support including IMAC, desktops and laptops installation, image cloning, Hardware/Software troubleshooting, follow-up action, coordination and escalation

• Manage IT hardware assets including installation, relocation, upgrades, disposal, and inventory tracking

• Deliver user guidance and training to improve effective and secure use of IT equipment

• Log incidents, root causes, and resolutions accurately for knowledge sharing and reporting

• Support incidents and service requests via phone, chat, email, and ticketing systems

• Work with customer to resolve VIP user's issues relate to technology such as MS Windows workstation, MS Office, MS Teams, anti-virus, MDM, Mobile Apps, Encryption, printing.

• Reporting & analysis on operations for further service delivery performance enhancement

• Provide operate, test, and troubleshoot AV and conference room systems for meetings and events

• Provide ad-hoc / on-call support for urgent incidents and support activities during non-office hours may be required

Requirements

• Higher diploma or above in Computer Sciences, Information Technology, or related disciplines

• At least 3 years relevant experience in end user/desktop support, IT related support, system administration and networking

• Holder of MCSE / CCNA / ITIL Foundation is preferred

• Strong deskside or onsite support experience

• Good experience supporting desktop and laptop PCs, mobile devices, and peripherals

• Good experience supporting video conferencing and meeting room technologies

• Strong troubleshooting and problem-diagnosis skills across hardware and software environments

• Good understanding of incident, request, and ticket management processes.

• Strong customer-oriented mindset with excellent communication and interpersonal skills

• Experience coordinating with multiple IT teams across local and global environments

• Good knowledge of IT hardware asset management and inventory processes

• Good communication skills with the ability to support and guide end users