Field Tech Analyst

**Req ID**: 270706

We are currently seeking a Field Tech Analyst to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

Field Support Analyst/Team Lead Job Description

Primary Purpose Of The Role:
Supervise and manage a team of IT desktop support associates and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely incident resolution for clients. You will facilitate the day-to-day management of client incidents and requests, ensuring a timely response within the established Service Level Agreement (SLA), and perform follow up on incidents with clients as needed to ensure customer satisfaction The role assists the client portfolio to meet their goals in infra management and uptime. The role is part of the Shared Services team flexibly providing IT desktop support and related services. A client focused, service excellence delivery orientation is critical to success in this role.

Accountabilities:

- Supervise and manage an IT desktop support team unit to achieve optimal operational outcomes & contractual obligations. Manage the day-to-day work activities of the team, including rosters, timelines, expected customer experience, prioritizing and allocating workflow. Provide timely and effective advice, information and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by team members and stakeholders. Work closely with HRBP to ensure corrective actions are put in place as needed. Place the customer at the center of all decision making, and effectively assist team and respond to customers who may have limited knowledge and/or skills in the area of IT desktop support.
- Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with leaders to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality. Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving and referring IT desktop support activities. Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational and business risks are minimized. Monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
- Supervise and provide IT desktop support for a range of devices, hardware, software, network, systems and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems. Troubleshoot and provide fast support via remote desktop connections when needed to assist fellow team members. Plan and oversee hardware/software/maintenance assessments and schedules including patching, cleaning, data recovery, upgrades and testing. Ensure antivirus installation, scans and monitoring and other security protocols as per required standards. Collaborate with colleagues and TechRoom/Smarthands and other departments to achieve issue resolution, escalation and compliance as appropriate.
- Coordinate and oversee user accounts creation, monitoring and maintenance, access levels and permissions, and implementation of systems resource use policies in accordance with security procedures and delegations.
- Provide local IT asset management support and administration in accordance policies and procedures in place. Work with IT Services Division, and Procurement & Licensing Office requirements as necessary. Manage and oversee the provision of disposal; removing data from equipment, dismantling equipment, and arranging transportation for re-purposing or disposal in accordance with security, environment, health and safety procedures and standards.
- Develop, plan and manage IT Desktop Support projects and programs. Coordinate and implement backup and disaster recovery solutions as per procedures. Coordinate and respond to service interruptions, and other critical situations to re-establish system functionality. Contribute to business continuity and disaster recovery plans.
- Seek opportunities for enhancing the IT Desktop Support services through collaboration with peers, team members and other stakeholders, so as to maximize efficiency, leverage collective knowledge, and
- deliver integrated client services.
- Perform as Departmental Health & Safety Officer, first aid and/or fire warden duties (if required); and ensure reasonably practicable steps are taken to create a safe and healthy work environment. Rigorous monitoring of daily incoming workload through ServiceNow to ensure all tickets are managed well within SLA and equal workload distribution among team members. Review team