SENIOR EXECUTIVE/EXECUTIVE - END USER COMPUTING, INFORMATION TECHNOLOGY

OVERVIEW

• The EUC Support Engineer’s role is the First and Single Point of contact for the end users who call IT service Desk.
• While providing the highest level of customer service, answers incoming calls, tracks all information in ITSD/ITRF, using a knowledge base tool along with their expertise to resolve tier 1 requests within a timely fashion.
• The EUC Support Engineer escalates unresolved problem/issue/requests to the proper Tier 2 and 3 support team.
• Troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop/laptop support.
• In addition, knowledge of ITSD, solved ticket within SLA, report generation, prioritizing of work, handling inventory and end user complaint, documentation and pro-actively handling IT related cases.

DUTIES AND RESPONSIBILITIES

• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
• Work directly with other department to resolve problems and help test products.
• Document all technical inquiries, develop and review content for knowledgebase.
• Provide single point of contact, first level support and convey resolutions to end user issues.
• Properly escalate unresolved queries to the next level of support.
• Track, route, and redirect problems to correct resources.
• Update end user’s data and produce activity reports.
• Walk customers through problem solving process.
• Follow up with end user, provide feedback and see problems through to resolution.
• Utilise excellent customer service skills and exceed customer’s expectations.
• Ensure proper recording, documentation, and closure.
• Recommended procedure modifications or improvements.
• Preserve and grow your knowledge of help desks procedures, products, and services.
• To provide technical support
• Primary responsibility is user support and customer service. Being present and available to end user requiring technical assistance.
• Respond to questions from all emails and telephone.
• Become familiar with end user and their respective applications.
• Learn fundamental operations of commonly used software, hardware, and other equipment.
• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
• Become familiar with helpdesk policies and services.
• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
• Other duties as assigned by the Operations Manager.
• Provide IT assets (PC, laptop, printer, VOIP etc.) and equipment setup, helpdesk technical support and guidance to end users.
• Desktop support background to troubleshoot issues on various hardware platforms
• Perform timely workstation hardware and software upgrades as required

REQUIREMENTS

Education:

• Minimum Diploma or Degree in Computer Science, Computing Engineering or any other equivalent qualifications.

Work Experience:

• At least 2 years of working experience in related field
• At least 2 years oversee subordinate management experience
• At least 2 years software license management and hardware inventory management

Technical and Professional Knowledge:

• Handle EUC project, skill, hardware, software license.
• Liaise with supplier and hand on job experience.

Certification / License Requirement:

N/A