Key Responsibilities
1. Incident Management
- Log all incidents (either via phone or email) into the Incident Management System and handle all incidents within the SLA.
- Follow through all the necessary escalation from L1 to L2 and/or 3rd Party, hardware vendor and also to the supervisor.
- Ensure all the information entered into the Incident Management System are accurate and complete to facilitate the generation of monthly report for Management review else immediate rectification is to be done upon seeking supervisor approval.
2. Asset Management
- Ensure new PCs and IT peripherals deployed are in working conditions else rectification is to be done.
- Ensure the accuracy of the asset information, such as all are tagged and recorded into the asset database, accompanied by necessary form duly signed.
- Report any discrepancy of data to supervisor/ manager and perform the necessary rectification as per supervisor instruction.
3. Desktop Software / Patch Management
- Assist in the testing and rollout of the software/ patches to all PCs.
- Provide daily/ weekly/ monthly update on the progress to the supervisor.
4. Job Request
- Understand the user's requirement, provide recommendation and solution to the user within SLA.
- Provide immediate update on the status of the request assigned.
- Provide on-site VIP Support to key appointments holders.
- Manage and ensure Desktop Teams does meet a minimum expectation support standard.
- Train and guide Desktop Team on their job scope and knowledge transfer
- Manage Team Staff Movement Plan, Duty Roster, and Leave Forecast
- Taking ownership and responsibility of queries, issues and problems assigned to EUC Team members
- Work with vendor support contact to resolve technical issues with the desktop environment or products principle.
- Escalate issues and involve experts or other ITD teams wherever required to resolve issues promptly.
- To identify the needs and requirements of the users and to try to coordinate and comply to meet asset management of client hardware and software.
- Oversee the day-to-day clinic BAU operation supports
- To manage, identify and handle issues that may arise and highlight them to relevant party/teams/management.
- Oversee Project coordination and implementation such as, migration project, Tech Refresh, clinics deployment or setup, and preparing / providing status reports and updates to stakeholders.
- Assisting in Condemning/Decommissioning of Old assets and disposal
- Image Creation and Cloning (Acronis TrueImage) for Tech Refresh and daily BAU operations
- Was trained and learn how to setup an MDT Server (Microsoft Deployment Toolkit)
- Managing Daily IMAC Operations & Project IMAC, leading, scheduling and allocating resources for daily tasks required.
- Perform installation, setup, configuration, diagnostic, migration, upgrading and maintenance of Desktop PC/Laptops, OS, Application, software and related IT peripherals
- Provide support to end-users in troubleshooting and resolving of desktop PC and related IT Products such as Printers
Interested applicants, please Email, [Confidential Information]
Fabian Ling Tuong Liing
R25129353
Recruit Express Pte Ltd
EA Licence No: 99C4599
We regret that only shortlisted candidates will be contacted.
