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. Examples of such components are hard

disk drive, CD-ROM drive, DVD-ROM drive, CD/DVD writer, multimedia kit, random access memory, processors etc.

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. Examples of such software are Windows XP/7 OS or any Oversea-Chinese Banking

Corporation Limited standard desktop OS, MS Office, Internet Explorer, MS Outlook, MS Outlook Express and Chinese version of the similar software, etc.

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.

m) Printer Maintenance (Comprehensive includes Maintenance Kit) - 1st level problem analysis and troubleshooting - Repair and replacement of expandable mechanical parts (such as transfer & pickup rollers, swing blades, etc.).