IT Onsite Support Analyst

7 days ago

Kuala Lumpur, Malaysia ManpowerGroup Full time

**Responsibilities**

In Junior Level role:

- Provide second-line investigation and diagnosis.
- Resolve and close incidents and service requests as per help desk procedures and

allocated timelines.
- Escalate unresolved incidents and service requests within agreed timescales.
- Log incident and service request details per help desk procedures.
- Communicate with customer regarding incident progress.
- Ensure tickets are updated at all times until issues are resolved.
- Conduct customer satisfaction callbacks and surveys.
- Complete GET IT training for On-Site Support Analysts.
- Comply with Quality, Health, Safety and Environment policies and IT policies.
- Liaise with customers, other IT support groups and third-party providers when

necessary.
- Perform staging of PCs.
- Maintain Global Asset Management database with updates related to the assigned

hardware.
- Perform Install, Move, Add and Change tasks.
- Perform hardware and software maintenance and support.
- Participate in IT team and follow up on objectives and key performance objectives.

In Level 1 role:

- Perform Junior Level responsibilities above.
- Troubleshoot and resolve PC incidents and VIP requests.
- Liaise with third-party suppliers for hardware repair.
- Assist with SCSI on IT security issues and virus elimination.
- Assist local Server Team when server maintenance is required.
- Assist in infrastructure setup and renovation project at location including the network

devices, Lenel PACs, CCTV, servers, PABX and Lync System.

In Level 2 role:

- Perform Level 1 responsibilities above.

SLB-Private
- Work with Distributed Services, Systems, Network Support and Event Management

teams.
- Coordinate spare asset inventory.
- Maintain asset management.
- Assist local Network Team when network equipment maintenance is required.
- Present to and educate customers on IT solutions, methods and tools to increase their

efficiency.
- Organize and schedule UseIT training in location to match key performance objectives

requirements.
- Participate in GeoMarket projects to accomplish common objectives.
- Participate as a key person in IT Domain structure.
- Supervise suppliers to perform maintenance, IMAC of IT equipment.

In Level 3 role:

- Perform Level 2 responsibilities above.
- Channel requests for help to the appropriate functions for resolution, monitor resolution

activity and inform customers of progress.
- Work with Enterprise Services teams to deploy upgrades to customers servers, LANs,

WANs and wireless networks.
- Mentor junior members on the team.
- Manage small, low risk IT projects at location.
- Lead in GeoMarket projects to accomplish common objectives.
- Be ready to take on additional responsibilities such as Security Champion, LDAP

Champion or Wellsite Connectivity Champion.
- Perform regular IT hardware disposal following the Fixed Asset Disposal Procedure.
- Ensure process consistency through calls, group meetings and workshops.
- Listen to, understand and interpret customer requirements to propose solutions that

enable the business to be more efficient.

**Experience & Exposures**:

- Operations and Support

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

Pay: Up to RM8,000.00 per month

**Benefits**:

- Health insurance
- Parental leave
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Kuala Lumpur: Reliably commute or planning to relocate before starting work (required)

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