Responsibilities
- Act as the primary contact for technical assistance through phone, email, or chat channels.
- Record and oversee incidents, service requests, and user inquiries in ServiceNow or equivalent systems.
- Conduct initial assessment, analysis, and resolution of IT problems involving hardware, software, audiovisual systems, and network infrastructure.
- Ensure incidents are resolved within agreed timeframes according to SLAs.
- Keep detailed records of incident details, solutions, and troubleshooting procedures.
- Support the creation and upkeep of an accessible IT knowledge base.
- Provide high-quality customer service and foster positive relationships with end users.
- Track system performance and detect possible issues before they impact operations.
- Carry out regular system, application, and network health assessments to maintain peak performance.
- Monitor and respond to system alerts to prevent escalation of potential outages.
- Configure and deploy new laptops, mobile devices, and associated peripherals.
- Coordinate with external vendors and courier services as needed.
- Administer user accounts, access levels, and permission settings.
- Install, upgrade, and apply patches to software in compliance with organizational standards.
- Track IT assets and manage equipment lifecycle from deployment to retirement.
- Execute planned maintenance tasks such as updates, patching, and data backups.
- Provide technical support for audiovisual systems used in meetings and events.
- Work with other IT teams to resolve complex or recurring technical challenges.
- Test disaster recovery and business continuity plans to ensure operational readiness.
- Regularly assess and improve service desk documentation and workflows for accuracy and efficiency.
- Support IT projects such as system rollouts or upgrades when required.
- Collaborate with IT colleagues to ensure prompt issue resolution and service improvements.
- Engage in continuous learning and professional development to stay current with technology trends.
- Distribute and apply routine security patches across systems.
Benefits
- Eligibility for quarterly profit-sharing based on company performance, distributing a portion of profits to employees.
- Opportunities for career advancement supported by structured mentorship and leadership development programs.
- Flexible and remote work options accommodating personal circumstances to support work-life balance.
- Financial wellness offerings including pension contributions, private healthcare, life insurance, financial counseling, and employee discounts.
- Wellbeing initiatives such as gym memberships, bike-to-work schemes, fitness sessions, mindfulness training, and employee support services.
- Generous leave policies including expanded vacation, parental leave, marriage leave, and special circumstances leave.
- Support for professional growth through educational funding, certification incentives, and accreditation programs in AWS, Microsoft, Oracle, and Red Hat.
- Recognition programs including annual awards and real-time appreciation via internal platforms.
- Opportunities to engage in community, environmental, and social responsibility initiatives promoting diversity, inclusion, and local development.
Work Arrangement
Hybrid (remote and office-based with occasional customer site visits)
Team
Part of the ASPIRE Global Service Centre, the central hub for service management operations
Team
Part of ASPIRE Global Service Centre, which is the central hub of Service Management operations.
Other
- Must be eligible for CTC clearance
- Attendance at the relevant office on an ad-hoc basis is required
- Work from home or office when not on customer site
- Occasional after-hours support may be needed for critical incidents or scheduled maintenance
