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).