SENIOR EXECUTIVE/EXECUTIVE - END USER COMPUTING, INFORMATION TECHNOLOGY

Company OverviewLeading Growth Through Innovation

As the World's No.1 Nitrile Glove manufacturer, Hartalega is currently in the process of recruiting a diverse pool of talented people, across various specialisations and backgrounds. You will enjoy exceptional benefits and incentives, as well as a well-defined path for career success.

Hartalega is made up of a tight-knit, passionate and highly-skilled set of individuals. From our top executives, to our line technicians; we are all proud to be part of an elite group responsible for revolutionising the glove-making industry.

Job DescriptionOVERVIEW

• The EUC Support Engineer’s role is the First and Single Point of contact for the end users who call IT service Desk.

• While providing the highest level of customer service, answers incoming calls, tracks all information in ITSD/ITRF, using a knowledge base tool along with their expertise to resolve tier 1 requests within a timely fashion.

• The EUC Support Engineer escalates unresolved problem/issue/requests to the proper Tier 2 and 3 support team.

• Troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop/laptop support.

• In addition, knowledge of ITSD, solved ticket within SLA, report generation, prioritizing of work, handling inventory and end user complaint, documentation and pro-actively handling IT related cases.

DUTIES AND RESPONSIBILITIES

• Resolve customer technical issues through diligent research, reproduction, and troubleshooting.

• Work directly with other department to resolve problems and help test products.

• Document all technical inquiries, develop and review content for knowledgebase.

• Provide single point of contact, first level support and convey resolutions to end user issues.

• Properly escalate unresolved queries to the next level of support.

• Track, route, and redirect problems to correct resources.

• Update end user’s data and produce activity reports.

• Walk customers through problem solving process.

• Follow up with end user, provide feedback and see problems through to resolution.

• Utilise excellent customer service skills and exceed customer’s expectations.

• Ensure proper recording, documentation, and closure.

• Recommended procedure modifications or improvements.

• Preserve and grow your knowledge of help desks procedures, products, and services.

• To provide technical support

• Primary responsibility is user support and customer service. Being present and available to end user requiring technical assistance.

• Respond to questions from all emails and telephone.

• Become familiar with end user and their respective applications.

• Learn fundamental operations of commonly used software, hardware, and other equipment.

• Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.

• Become familiar with helpdesk policies and services.

• Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.

• Other duties as assigned by the Operations Manager.

• Provide IT assets (PC, laptop, printer, VOIP etc.) and equipment setup, helpdesk technical support and guidance to end users.

• Desktop support background to troubleshoot issues on various hardware platforms

• Perform timely workstation hardware and software upgrades as required

REQUIREMENTSEducation:

• Minimum Diploma or Degree in Computer Science, Computing Engineering or any other equivalent qualifications.

Work Experience:

• At least 2 years of working experience in related field

• At least 2 years oversee subordinate management experience

• At least 2 years software license management and hardware inventory management

Technical and Professional Knowledge:

• Handle EUC project, skill, hardware, software license.

• Liaise with supplier and hand on job experience.

Certification / License Requirement:

N/A

Additional Company InformationRegistration No.Company Size

75398-K More than 5000 Employees

Average ProcessingTime Industry

21 days Manufacturing / Production