Job number: 1505 | Department: Information Technology

Principal Duties and Responsibilities

• Provide 1^st /2^nd Line local and Service Desk support for all IT related service requests via telephone and email, and assist other IT members supporting the business locally and in remote locations
• Ensuring customer service delivery is timely and accurate on a daily basis by actively triaging the ticket queue and ensuring proper assignment, responding to queries in a timely manner to ensure the high level of service satisfaction is met
• Supervising and conducting the following:  hardware break fix operations (hardware diagnostics, memory upgrades, etc.), basic network and workstation configuration in a Microsoft AD / Azure / M365 environment, technology asset procurement, local end user training, manage new hire setup including end user asset deployment (computers, phones, mobiles, etc.)
• Raising concerns and provides recommendations to the team / Manager based on Service Desk trend analysis and observations through first lines of support
• Proactively creating and updating technical documentation
• Interacting with Group IT on Infrastructure, Security and operational IT issues
• Collaborating on specific projects as directed by the Regional IT Manager
• Adhering to current policies and procedures as defined by the organisation
• Provide coverage for the Shanghai and Shenzhen offices as needed during staff absences
• Assist with VC setup for meetings
• Due to nature of work out of hours cover may be required