Help Desk Analyst II

Job Description

Job Description

•Provide onsite Deskside support to Users with operational and technical support and to meet specified SLAs
•Participate in day-to-day operations and ensure Service Level Agreement/ Service Level Objectives are met.
•Manage queues of L1, escalate occurring issues to global IT Teams.
•Resolve and install any software related requests / incidents.
•Resolve incidents and requests associated with EUS equipment.
•Support Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments.
•Install, upgrade and repair EUS equipment (desktops, laptops, monitors, and associated peripherals)
•Inventory Management / Break-fix and liaising with Vendors
•Cell phone issuance / collection / liaising with carrier and vendor to address hardware related issues.
•Imaging laptops and distributions.
•Control all Assets and record allocation on daily basis.
•Manages Joiners / Leavers co-ordination, hardware dispatch, collection and tagging the H/W etc.
•Support ASM Badge management system
•Implement and support solutions to ensure systems and processes align with the Global IT strategy
•Support Authorized Users in connecting or attempting to connect to corporate network and assist in the coordination and completion of accessing LAN, print, and file services; connection to WAN; and accessing appropriate LAN segments
•Provide network printers and scanner network connectivity, including providing network support for device configuration, for IP addressing, and direct TCP/IP output
•Manage MPS vendor and liaise any Provide warranty and break/fix support for networked MFPs.
•Provide VIP support for equipment including desktop devices, mobile devices, display screens, video systems, docking stations, communication devices, direct attached printers, local printers, scanners, wireless networking, etc
•Communicate technical information to L1 and Onsite EUS teams.

Job Requirements:

•At least 5~8 years’ experience in an Enterprise-Wide IT support organization
•User deskside and remote support
•Hands on Experience with PC’s and Laptops, Sound knowledge of imaging tools.
•Good knowledge on Windows PC, Active Directory, Office 365, Windows Servers, Cisco switches and WIFI, client VPN.
•Configuring hardware and applications
•Good at handling vendors.
•Excellent English verbal and written skills
•Experienced in global matrix organization.
•Knowledge and experience in Cloud Technology is an advantage
• Configuring mobile computingAndroid Development, Cisco Technologies, Citrix Technologies, Database, EO/IR systems, Active Directory, Apple Devices, Computer Hardware, Configuration Management, Deployments