Desktop Support Roles and Responsibilities

a) Provide IT technical onsite support for end user services problem which includes

identification, diagnosis, rectification and escalation.

b) Offsite Standby support for emergency incidents / cases after office hours on a weekly rotational basis amongst the team personnel.

c) Duty Engineers on standby are to answer all incoming calls within 10 rings. In the event

of a dropped / missed call, the duty engineer is to return call within 15 mins of the dropped

or missed call.

d) Installation, re-installation, troubleshooting and reconfiguration of Bank's standard

processor (including but not limited to Intel, AMD, MAC) based desktops, notebooks,

printers, iPads, scanners hardware components.

e) Installation, re-installation, troubleshooting and reconfiguration of Microsoft Windows and

Microsoft applications and MobileIron that are found in the Desktop PCs and Notebook

PCs.

f) Installation of Customer access and in-house applications. Facilitate assistance in

Software Distribution services for Customer's users.

g) Perform data removal from hard disk by following Customer's Hard disk disposal

procedures (eg. scrubbing, degaussing, and documentation of disposal list).

h) Manage (liaison for queries, escalation, problem determination and resolution, and MAC -

move, add and change) 3rd party vendors.

i) Provides support for queries, escalation, problem determination, resolution, and MAC -

move, add and change.

j) Provide MAC (move, add and changes) for IT infrastructure services.

k) Provide desktop software support (to configure / troubleshoot Microsoft Office suite / in

house application)

l) Provide desktop support for BCP and BCP exercises.

Requirements

a) Min 4 years of experience in administration and support of Desktop support.

b) Candidate needs to possess good communication skills.

c) Candidate needs to familiarize themselves with the End-users computing environment and desktop support workflow.

d) Able to perform basic network troubleshooting, Telnet, tracert, hopping, DNS, McAfee

Scanning (blocking IP)

e) Good understanding in AD, group policy, proxy setting, Power Excel, latest Windows OS