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IT Support Analyst

3 months ago

Petaling Jaya, Malaysia ManpowerGroup Full time

**Responsibilities**

Operational Support
- Be the first point of contact for all IT related issues or requests.
- Ensure all logged requests are completed within the required business SLA’s.
- Provide timely support with all Store related issues, including out of hours requests.
- Act as the conduit for stores and third-party providers for all IT related issues (e.g., EFTPOS).
- Provide access as required to CCTV footage and configurations.
- Establish new store POS system to align with current and future organisational standards.
- Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
- Record and manage equipment sent to suppliers for equipment under warranty or service contracts.
- Identify, drive, and optimise opportunities to drive self-service, self-healing, and automation of Service Desk tasks.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
- Collaborate with the infrastructure team to ensure efficient operation of the company’s end-user computing environment.
- Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
- Ensure all scheduled maintenance tasks are completed in a timely manner.
- Regular system maintenance for Windows patching.
- Regularly cleanse and update user groups and system information.
- Ensure all HQ devices and technologies are operational through periodical maintenance.
- Assess the functionality of existing devices within the organisation to ensure optimal usage is attained.
- Recommend new and upcoming technologies and devices to enable the organisation to remain current.
- Review and maintain the organisational anti-virus software to ensure full protection is available.
- Provide documentation of IT processes and update the knowledge base solution accordingly.

**Qualifications**

**Essential**
- Beneficial - Diploma, Degree, Certifications in relevant areas such as Microsoft, Cisco, VMware, CompTIA Certs.
- Tertiary qualifications in Information Technology and other related technologies.
- Other relevant industry experience and certifications.

**Knowledge & Experience**
- Excellent technical knowledge of hardware, including desktop PCs and servers.
- Hands-on hardware troubleshooting experience.
- Equipment support experience with POS systems, routers, and switches.
- Experience in retail highly regarded.
- Working technical knowledge of current protocols, operating systems, and standards, including Windows 10/11.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.

Pay: RM4,000.00 - RM6,000.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- VMWare: 1 year (preferred)
- Rostering systems.: 1 year (preferred)
- hardware troubleshooting: 1 year (preferred)
- POS systems, routers, and switches.: 1 year (preferred)
- current protocols, Windows 10/11.: 1 year (preferred)
- O365: 1 year (preferred)
- Active Directory: 1 year (preferred)
- icrosoft, Cisco, VMware, CompTIA Certs.: 1 year (required)