IT Support Analyst

3 weeks ago

Shah Alam, Malaysia Domino's Pizza Enterprises Limited Full time

**About the job**

The IT Support Analyst’s role is to provide a single point of contact for franchise partner, store, and corporate end users to receive support and maintenance across DPE’s (and other affiliated companies) computing environment. This includes diagnosing, repairing, maintaining, and upgrading all infrastructure, end-user devices and equipment to ensure optimal business performance. The role will also troubleshoot problem areas (by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.

**The position will be part of a 7-day roster with an on-call component.**

**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.
- 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.
- 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.
- Provide documentation of IT processes and update the knowledge base solution accordingly.

**Project Delivery**
- Management of assigned projects/tasks as required by the business from time to time.
- Produce technically and commercially accurate reports.

**Strategy & Planning**
- Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

**Acquisition & Deployment**
- Conduct research on end-user devices in support of standardisation and procurement efforts.
- Evaluate and recommend products for purchase.
- Write technical specifications for purchase of end-user devices and related products.

**Qualifications**:

- Tertiary qualifications in Information Technology and other related technologies preferred.
- Other relevant industry experience and certifications (Microsoft, Cisco, VMware, CompTIA).
- 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.
- Solid relationship management and performance management skills.
- Strong customer service orientation.
- Good written, oral, and interpersonal communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.

**Salary**: From RM1,580.82 per month

Schedule:

- Rotational shift

Application Deadline: 04/20/2024

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