IT Support Analyst

4 weeks ago


Kuala Lumpur, Malaysia TalentTag Asia Full time

**About our client**:
Our client is a prominent global multi-national professional services firm with strong presence across the globe.

**Role purpose**:
To ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level.

**Main responsibilities**:

- Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution
- Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services
- Participate in improvements as they relate to the on-site IT environment
- Serve as an advocate for the organization’s information security management system. Assist customers to work efficiently within the ISMS framework
- Test fixes to ensure problems have been adequately resolved
- Perform post-resolution follow-ups to customer requests
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Build rapport with customers
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Prioritise and escalate problems (when required)
- Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
- Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role
- Support, operate, and maintain AV equipment for live meetings and events
- Act as a backup trainer when requested

**Travel requirements**:
This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required.

**Requirements**:
Technical skills, qualifications and experience:

- Strong Experience in the field of computer science, information sciences, or related field
- Microsoft MCP desired or other appropriate certification
- Strong knowledge of computer hardware with a focus on workstations and laptops
- Experience with Microsoft Windows 10
- Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets
- Experience working in a team-oriented, collaborative environment
- In cases where support needs to be provided in languages other than English, proficiency in English is also required
- Flexibility to work on projects and tasks outside of business hours and on weekends to ensure mínimal disruption to the business will be necessary from time to time.

**About TalentTag Recruitment**:
TalentTag Recruitment is a specialist recruitment division of Agensi Pekerjaan ELS Sdn Bhd (808430-P and JTKSM 076A) (“ELS”). ELS is an award-winning recruitment firm with more than a decade of proven track record in recruitment. In 2019, ELS took home the Gold Prize for “The Best Executive Search Firm of HR Vendors of the Year Awards 2019”.

**Job Types**: Full-time, Permanent

Schedule:

- Monday to Friday


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