IT Trainer | Desktop Support/EUCD

Responsibilities

• Develop and maintain desktop SOPs, Training material and documentation.
• Plan, coordinate, and prioritize training activities to ensure timely and effective trainings to desktop support requests and incidents.
• Serve as the primary point of contact for escalated technical issues and complex problem resolution.
• Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.
• Monitor and report on outcomes of the trainings provided to the team, and improve existing or create new materials to improve operations.
• Provide expertise to Center of Excellence team to build the required tools to improve team operation and project KPIs
• Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.

Requirements

• Min. ITE/Diploma graduate with 5 years experience in desktop support

• Min 5 years experience in Microsoft Windows 10 and Microsoft Office 365

• Possess at least one (1) of the following certifications or their equivalent:

  • Microsoft 365 Certified: Modern Desktop Administrator Associate
  • Microsoft Certified: Azure Administrator Associate; and
  • Microsoft Certified: Azure Security Engineer Associate.

• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages

• Demonstrate knowledge in the support of workstations, and related components

• Good coordination skills

• Ability to prioritize effectively and work with a sense of urgency

• Effectively communicates with teammates and managers

• Any ad-hoc tasks related to the role