IT Helpdesk & Support Officer

Core Competency

1. Customer Focus

2. Integrity

3. Continuous Learning

4. Sustainability

Key Tasks and responsibilities

1. Participating in planning and deploying Information Technology Plan to align with company business strategies.

2. Performing the effectiveness of the overall computer and digitalize systems in the company.

3. Installing the provision of IT infrastructure services, such as business applications, local and/or wide area networks, IT security and telecommunications.

4. Serving as the first point of contact for users seeking technical assistance over the phone or email.

5. Determining the best solution based on the issue and details provided by users.

6. Managing broad range of installation, upgrade, rollouts and troubleshooting

projects for windows based.

7. Providing help desk support quickly and appropriately, troubleshooting any all software/hardware/network issues that arise both onsite and remotely, primarily coming in the form of e-mail, phone calls, or helpdesk web portal

8. Troubleshooting any incidents by recording detailed information from users and relaying it to supervisor/IT Manager for further assistance.

9. Maintaining current and actuating inventory of technology hardware, software and resources.

10. Installing and configuring all office PCs to run at optimal levels.

11. Maintaining the disaster recovery procedures and plans are implemented

according to the guidelines so that systems and data are well backed up.

12. Contracting the IT activities, operations by collaborating with other departments and divisions

13. Creating employee training materials and procedures to teach in-house workers proper software and hardware protocols.

14. Instructing and training end-users regarding computer literacy

15. Maintaining inventory of hardware/software technical library.

16. Documentation the support technician performance weekly, reporting to upper management.

17. Performing the other tasks as per assigned.

18. Monitoring systems operations related to IT infrastructure, troubleshooting problems that arise and keeping the system running smoothly. This includes creating reports and other documentation outlining of findings and solutions.

19. Taking immediate action once the problems or difficulties occur.

20. Reporting all parties concerned once the problems or complaints were found.

21. Identifying and suggestion possible improvements on procedures

Education:

Bachelor’s Degree, preferably in Computer Science, Information System Management or related field.

Experience:

 At least 3-5 years of working experiences.

 Having prior experience in multi-national companies.

 Having good technical knowledge and be able to communicate effectively to understand

the problem and explain its solution.

 Good understanding of computer systems, mobile devices and other tech products.

 Being customer-oriented and patient to deal with difficult users.