Client Service - Senior IT Assistant (Malaysia)
Introduction:
A Global Financial Institution is actively hiring a Client Service - Senior IT Assistant to join their Regional IT Client Service Team Remuneration will commensurate with experience This position will be based in Malaysia - KL
Responsibilities:
- Serve as the first point of contact on all matters related to hardware, software and communications support for the East Asia region.
- Support and maintain complete end user IT environment; this includes assessing, deploying, and implementing hardware and software upgrades, telephony and video conferencing systems.
- Work directly with users to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology; assess complex, non-routine problems; follow up with all fixes and repairs of IT problems.
- Install and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences; when necessary support installation, maintenance and upgrades of local networks and communications infrastructure as part of the office infrastructure projects.
- Provide IT training and updates to existing/ new Staff regularly.
- Participate in Service Continuity, Security and Business Continuity activities. Troubleshoots, provide workarounds, and permanent fixes to issues identified in the end user environment.
- Administer information security standards, including requesting IT accounts, SecurIDs, remote access and passwords. Adhere to Institutional policies and advise on ITS policies, directives, and procedures. Consistently enforce technology standards. Ensure that the integrity and security of organization systems are not compromised from within or outside the corporation.
- Use the incident management tracking system to track work and analyze reports to identify problem areas and training opportunities.
- Maintain a proper inventory of all CO IT related equipment and software. Ensure licensed software is tracked and maintained in line with the Institutional Software Asset Management (ISAM) Procedure.
- Ensure Service Level Goals are met by local service Providers.
Requirements:
- Bachelor’s degree with 1 experience required or equivalent combination of education and relevant experience.
- Industry certifications like ITIL, Microsoft, A+ will be an added advantage
- Experience of serving Clients in a multi-cultural environment
- Good Knowledge and understanding of IT Technologies: Windows Platform, Microsoft Office, Printers, Smartphones, video conferencing, remote access technologies, remote troubleshooting etc.
- Strong client service skills and the ability to work under pressure with professionalism.
- Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
- Strong knowledge/ experience of ITIL best practices for helpdesk/ IT Service Management.
- Knowledge of Network communication technologies and other WAN/LAN products.
- Familiarity with IP Telephony and troubleshooting.
- Flexible to work in rotational shifts.
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