Our client, an international management consulting company is currently seeking to recruit a motivated candidate for the position of IT Support who will provide a first level support to the Clients by phone, mail or through IT systems and perform technical diagnosis, update/resolve or assign tickets to second line support, as appropriate.
Main responsibilities will be to:
Assist the respective Department Head on ad hoc basis in the administrative and technical activities.
Provide first line customer support by recording, assessing, tracking and update of incidents reported by our client.
Attending to User Access Right Managements upon requests from client.
Respond to requests for password resets promptly to avoid impact on daily operations.
Ability to travel overseas on a needs basis.
Provide timely communication on any major incidents, system updates and new features or services to end users and clients.
Act as a single point of contact for the handling issues and queries raised by end users through channels available.
Innovation of new technologies and following release management for clients projects.
Estimate, Plan and Undertake all Development related activities in line with best practices as well as prevailing Policies and Procedures, Standards
and Guidelines effectively in order to minimise financial loss and protect the good name and reputation of the Company.
Provide regular, concise and clear feedback on work progress to Team managers & other stakeholders and escalate promptly anticipated risks,
schedule variances/delays, scope changes and potential issues/concerns for timely resolution.
Assist in compiling metrics and dashboards to manage KPIs as per the different Service Level Agreements.
Take ownership of incidents and maintain a proper follow-up with the different level of support to ensure efficient tracking and resolution of the
Prioritization of tickets by doing a proper assessment of the business impact and assign to the appropriate support level team by liaising and/or
working with SME's.
Call customers and ensure that tickets raised by them have been resolved to their satisfaction.
Work out and present project findings, recommendations and deliverables that would best respond to business needs.
Participate with seniors in Challenge/Review Business Requirements and provide appropriate and cost effective solutions / alternatives to preserve the
company's best interests and enforce alignment to the company’s established strategies and/or mandates.
Participate with seniors in Challenge and Review vendors’ and service providers’ proposals pertaining to applications, technical and business solutions
as well as upgrades, bug fixes and enhancements therein for maximum cost effectiveness, reusability and efficiency.
Assist the Management team in the formulation, communication and implementation of individual objectives to ensure focus on initiatives and to
Contribute to the ongoing enforcement of technical and functional knowledge transfer and sharing within the company.
what you need to know
Degree in IT or equivalent.
Experience in a similar position.
Practical Programming in 2-3 languages.
MS Office with proficiency in Microsoft Excel, Word, and PowerPoint.