Infrastructure Support Analyst

3 weeks ago

Cyberjaya, Malaysia Royal Bank of Canada Full time

**Job Summary**

Provides support and resolution for all IT related issues pertaining to Malaysia users. Troubleshoot end-user computing related issues, (e.g. desktop/laptop, mobile phone, MS-Office, collaboration. etc). Handle user questions, incidents, and requests along with tracking, measuring, and escalating as appropriate.

Ability to work in a high-pressure and fast-moving environment along with excellent customer-oriented mindset.
- ** PRIMARY RESPONSIBILITIES**
- Performs Local IT daily activities as per checklist accurately and timely.
- Local IT support daily activities:

- Incident resolution escalated by IT Helpdesk
- Manage incidents/service request related any hardware and software use by RBC KL and India users within SLA
- Provide technical support for Townhall, Job Fair and meeting/training rooms setup
- Deployment and movement of physical assets
- Asset management (inventory update, tracking etc, reconciliations)
- Distribute and deploy patches and updates.
- Ensuring the team KPI/KQI’s are meet as per incident SLA
- Ensure all production environment facilities (PCs, Network, Printers, Telephony system, Copier, Faxes, Mobile Devices and Video Conference) are always in good running condition.
- Support DR/BCP requirement in the organization
- Analysed and escalate issues if required to Supervisor / SDM for resolutions.
- Develops and maintains technical procedures and user guides.
- Ensure appropriate communication to users on any issue arise.
- Communicate and follow up regularly with the service providers whether internally or externally on any issues arise.
- Troubleshooting, diagnosing and solving issues related to system and network problems with a hardware/software faults.
- Ensure daily activities performed in accordance with RBC Malaysia Compliance and Audit guidelines.
- Keep records of all IT assets (receiving, faulty, repairing, relocate)
- Participate into the resolution and follow up of any items identified by the Audit.
- ** OTHER RESPONSIBILITIES**
- Will work on multiple assignments at any one time.
- Ad-hoc projects are assigned on a regular basis as part of the individual objectives and development plans.
- Escalate operational risk loss events, control deficiencies and risks that you identify to your line manager and the relevant risk and control functions on a timely basis.
- Proactively identify operational risks/ control deficiencies in the business.

**Job Skills**

Critical Thinking, Customer Support Systems, Group Problem Solving, Installation Support, IT Service Level Management, IT Service Management (ITSM), IT Standards, Technical Troubleshooting

**Additional Job Details**

**Address**:
PERSIARAN APEC:CYBERJAYA

**City**:
Cyberjaya

**Country**:
Malaysia

**Work hours/week**:
40

**Employment Type**:
Full time

**Platform**:
Technology and Operations

**Job Type**:
Regular

**Pay Type**:
Salaried

**Posted Date**:
2024-03-18

**Application Deadline**:
2024-03-27

**I**nclusion** and Equal Opportunity Employment**

At RBC, we embrace diversity and inclusion for innovation and growth. We are committed to building inclusive teams and an equitable workplace for our employees to bring their true selves to work. We are taking actions to tackle issues of inequity and systemic bias to support our diverse talent, clients and communities.

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