IT Operation Specialist

Job description

We are currently seeking an experienced professional IT Operational Support who will serve as the initial point of contact for users encountering IT issues or inquiries. This individual will provide first-level support and have the capability to resolve approximately 80% of incoming calls before escalating them. Additionally, they will be responsible for managing the ticketing system and ensuring that each ticket is followed up on until it is successfully resolved. This role will also involve performing routine back-office tasks related to system updates and security.

Responsibilities:

Technical Support to Users

• Give technical support on both hardware and Microsoft applications. (80%)
• Give basic support for key applications (process), such as application user account management, workflow management, etc. (20%)
• Provide first level support to the users by phone, e-mail or remotely
• Provide on-site support when necessary
• Categorizing in ticketing system, the most accurately possible, each ticket
• Check that each ticket is allocated to an agent.
• Follow-up each ticket until it is closed, make sure that user will get solution or/and answers
• Resolving tickets or escalate to the appropriate team if cannot be resolved locally
• Provides technical training users on request or when need is detected.
• Troubleshooting owned incidents and applying corrective actions
• Restoring the degraded service’s quality as fast as possible
• Inform users on Security guidelines and behaviour when we detect an issue

Daily IT Operation

• Check backup of servers and other routine jobs on servers
• Point of contact for Business to manage new joiners and leavers
• Perform regular ticket analysis, propose improvement plan
• Create user manuals/tips for key/recurrent issues

IT Procurement and Billing

• Upon IT device procurement, contact vendors for quotation, make price comparison and create purchase request
• Close follow-up on all IT devices, make sure the asset list is up-to-date

Project Support

• Support IT infrastructure project
• Support Retail projects for store opening/relocation/closure
• Support Application project roll-out, make sure the infrastructure is ready