Main Task · Provide first line support for any information technology issues and problems. · Provide assistance by phone, email and/or using a ticket management system. · Help manage the deployment, configuration and security of desktop and mobile computing devices and peripheral devices. · Troubleshoot desktop and notebook/tablet hardware, peripherals and equipment as necessary. Assist with monitoring and maintenance of server, service and network infrastructure [LAN & PABX]. · Liaise with vendors pertaining to repairs of computers. · Assist with compilation and management of IT asset registers. · Address and resolve basic incidents and requests; logging all incidents and requests. · Create a positive customer support experience, ensuring timely resolution or escalation, communicating promptly on progress and handling customers with a professional attitude. · Work collaboratively with the IT team and perform other duties as requested by the IT Manager / Team lead. Service Management and Continuous Improvement · Deliver support and change requests within agreed service levels and budgetary guidelines defined in the IT Service Level Agreement. Ensure service providers perform to the SLAs documented in the contract. · Develop, implement, maintain, and ensure adherence to IT support procedures. · Develop and implement operational continuous improvement, service efficiency initiatives, application improvement, and application rationalization to better serve Company business needs. Planning and Controlling · Perform all assigned tasks under minimum supervision and as per plan. Resource Management · Share ideas and experience with team members and promote teamwork in problem resolution. Share best-practices and cross-train other team members in business process and technical skills.

Kuala Lumpur