Desktop Support Engineer

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Job Brief:
Supports the service delivery of the information and technology (IT) services and working with teams
within Group Technology together with establishing relationships with staffs within the bank, other
entities within the group and external parties/vendors, to provide services with a high degree of
commitment and timeliness in meeting established performance standards and user satisfaction.
The incumbent shall ensure that staffs/users benefit from his/her expertise through the services,
advices and recommendation. The Desktop Support Engineer's primary responsibility is to manage IT
Incidents and IT Service Requests towards End-User Computing Services, providing technical EUC
support through remote or on-site. The incumbent must at all times be helpful, courteous and tactful
when dealing with the Users. To also be able to assist GT-Infrastructure & Operations in day to day
operations. The candidate must be of at least 2-3 years experience in IT/Front Office Technical
Support.
Responsibilities:
1. Being well presented, ready to serve Hong Leong Group entity Users through calls, ticketing
tool, remote session and face-to-face (IT Clinic) for End-User Computing support related
needs.
2. Manages every log assigned from first point of response, on-site/remote response, temporary
solution, routing/escalation to intended support groups, follow-ups to resolution timely meeting
established service level standards.
3. Provide technical support to attempt resolution or request fulfilment without the need to
escalate to the next support level.
4. Ensure data accuracy and completeness of the log progress, root cause and steps taken to
rectify/fulfil when updating or resolving tickets.
5. Perform case follow-ups with relevant Support Teams until point of resolution.
6. Conducts preventive maintenance activity towards all IT assets attended ensuring software
updates and standard security compliance components are connected well to the network.
7. To upload supporting documents of the deliverables into the ticketing system (for on-site
services).
Requirements:
Essential:
1. Min Diploma in Computer Science or related field.
2. 2-3 Years working experience in IT field.
3. Knowledge in Google Workspace on functionality of use.
4. Good verbal, written communication skills and the ability to work independently with minimal
supervision.
Desirable:
1. Knowledge in End-User Computing and Networking.
2. Knowledge in Remote troubleshooting.