PRIMARY RESPONSIBILITIES/ACCOUNTABILITIES OF THE JOB:
IT Service Desk
Provide first level IT support services to end-users, logging and coordination of support tasks. Monitoring progress and quality of deliverables from both internal and external resources, ensuring associated, services, requests and incidents follow the defined workflows
Manage IT Service Desk daily operation including external partners with the delivery of 1st level support to offices and retail stores.
Monitor task progress and quality of deliverables from both internal and external resources.
Secure quality documentation of solutions deployed according to defined standard, Maintain procedures, manuals and other relevant documentation
Report repeated non-conformance to defined standards to Service Delivery Lead in region.
Manage & build relations with external stakeholders / vendors
Help desk statistic reporting as determined.
Ad hoc tasks and project management as determined by local or regional IT
IT Support & Operations
Manage end user support, including answering support queries, questions and escalations.
Manage end user technology, delivery proper corporate / regional solution to markets as location expert to provide necessary technical support for End user equipment and solution.
Manage the procurement IT hardware, software and related services based on defined workflow.
Responsible Asset and inventory, manage IT hardware and software, installation, relocation, changes and site preparation work for offices and retail stores.
Assist in IT capacity planning and budget management, responsible local budget preparation and cost tracking
Responsible Vender and contract management in location to provide proper maintenance service.
Coordinate the delivery of 1st level infrastructure checks and supporting tasks, Preventative support with system analysis and performance monitoring. (e.g. health check)
Facility, Psychical control management e.g. server room and VC systems etc.
Assist other IT teams with assigned support tasks
Ad hoc tasks and project management as determined by regional IT
Rotating involvement in regional level support teams.
Responsibilities also include other IT related tasks and services assigned by superiors. These tasks and services may be provided in non-standard hours and in overseas locations as required by the nature of the job.
These tasks and services may be required in non-standard hours and in overseas locations as required by the nature of the job.
QUALIFICATIONS, EXPERIENCE & COMPETENCIES:
At least 5 years hands-on experience in IT business, preferably in the retail industry.
Strong Analytical skill, Project management.
Experienced vendor management.
IT helpdesk and incident management.
Experienced in managing office and store support services.
Fluency in English
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