IT Service Desk

Responsibilities :

• Serve as the first point of contact for group IT support over phone, walk-in web e-ticket and email.
• Perform remote and on-site troubleshooting to users, customers and agents.
• Document solutions and maintain richness of knowledge base library.
• Assist on 1st level IT desktop task and issues before escalating to next level.
• Monitor and perform security patching on core services.
• Monitor service uptime, core security services and backup progress.
• Actively housekeep of users and computers in Active Directory.
• Handle user access and permission on system and services.
• Report and record infra and security incident events.
• Identify and resolve on 1st level IT security issues.
• Assist in system data quality and prepare management reports.
• Prepare technical documents for IT department.
• Coordinate with various IT sections on ticket status and ensure good ticket lifecycle and SLA.
• Assist in IT ISO requirement and work for improvements.
• Perform any other duties as assigned by the superior and management from time to time.

Qualifications :