The Technical Support Analyst will be based at client's location to coordinate, manage the scope as stated below:

The Desktop Support service refers to the provision, management, and maintenance of a managed workstation (desktop, laptop) environment and associated peripherals devices. The service is focused on providing and maintaining a reliable, functional desktop and desktop peripherals solution set for all end users to connect to corporate services and make productive use of in performing their daily work tasks. The services include:

. Prepare and maintain standard hardware specifications and standard operating environment (SOE) specifications and images.

. Provide access to standard Hardware images and Software, as needed to support operations.

. Coordinate and manage all Third Parties that provide maintenance-related support for Hardware and Software used in conjunction with the Services.

. Perform changes in accordance with Change Management procedures and scheduling same to minimize disruption to customer business.

. Coordinate the scheduling and dispatching of technician(s), including Third Party Vendors, for in-scope support services and locations.

. Provide interactive support to walk-in cases at two corporate office locations. NOTE: The resource would report to this office on each workday (Home Base). The resource would be free to attend to Field Service calls at other customer operating locations, leaving this Home Base unattended.

. Provide onsite assistance and support to when required.

. Maintain Asset Inventory Listing and updating of Asset including affix asset Tag.

. Provide support for all in-scope desktop software.

. Provide remote or onsite support for SOE, desktop, laptop, and peripheral device support requests that cannot be resolved by the Level 1 Service Desk.

. In the event Software must be replaced to conduct a repair, restore the environment to the previous state including configuration and data.

. Application desktop client software installation, configuration, and testing as part of the standard SOE software list

. Maintain, configure, and support Mobile Device Management System (i.e., Intune/Workspace ONE UEM) for device policies, application settings and software application delivery on desktop, laptops, and mobile devices. Mass deployment of new software to department, team, division or companywide (subject to Change Management procedures).

. Perform install, Move, add, change (IMAC) request.

. Perform Backup procedure in accordance with Change Management guidelines.

. Perform transfer and recovery of user data.

. Perform Asset Disposal in accordance with customer provided asset disposal policy and / or procedure & engage 3rd Party suppliers for the removal and secure disposal.

. Perform Data Wiping/ Purge of data /software in accordance with customer SOP,

. Ensure the support service is meeting the SLA.

. Proper escalation of events for system monitoring to SDM, Centre Manager, Supervisor and customer.

. Any other assigned IT task/ activities.

Qualifications

NITEC/HIGHER NITEC/Diploma in Information Technology/Information System/Computer Science. Business IT or other relevant disciplines. Good to have ITIL.
2-3 years IT outsourcing experience.
Strong knowledge of Call Management, Ticket Management and Escalation Management.
Strong knowledge of SOP and KB creation.
Strong IT Services Management experience.
Strong customer service focus.Self-motivated and pro-active in resolving issues and identifying new opportunities on the account.
Effective interpersonal skills, both written and presentation.
Strong analytical and problem-solving skills, combined with the ability to provide quick resolution to problems or escalations.