SENIOR EXECUTIVE/EXECUTIVE - END USER COMPUTING, INFORMATION TECHNOLOGY

Company Overview Leading Growth Through Innovation As the World's No.1 Nitrile Glove manufacturer, Hartalega is currently in the process of recruiting a diverse pool of talented people, across various specialisations and backgrounds. You will enjoy exceptional benefits and incentives, as well as a well-defined path for career success. Hartalega is made up of a tight-knit, passionate and highly-skilled set of individuals. From our top executives, to our line technicians; we are all proud to be part of an elite group responsible for revolutionising the glove-making industry. Job Description OVERVIEW The EUC Support Engineer’s role is the First and Single Point of contact for the end users who call IT service Desk. While providing the highest level of customer service, answers incoming calls, tracks all information in ITSD/ITRF, using a knowledge base tool along with their expertise to resolve tier 1 requests within a timely fashion. The EUC Support Engineer escalates unresolved problem/issue/requests to the proper Tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop/laptop support. In addition, knowledge of ITSD, solved ticket within SLA, report generation, prioritizing of work, handling inventory and end user complaint, documentation and pro-actively handling IT related cases. DUTIES AND RESPONSIBILITIES Resolve customer technical issues through diligent research, reproduction, and troubleshooting. Work directly with other department to resolve problems and help test products. Document all technical inquiries, develop and review content for knowledgebase. Provide single point of contact, first level support and convey resolutions to end user issues. Properly escalate unresolved queries to the next level of support. Track, route, and redirect problems to correct resources. Update end user’s data and produce activity reports. Walk customers through problem solving process. Follow up with end user, provide feedback and see problems through to resolution. Utilise excellent customer service skills and exceed customer’s expectations. Ensure proper recording, documentation, and closure. Recommended procedure modifications or improvements. Preserve and grow your knowledge of help desks procedures, products, and services. To provide technical support Primary responsibility is user support and customer service. Being present and available to end user requiring technical assistance. Respond to questions from all emails and telephone. Become familiar with end user and their respective applications. Learn fundamental operations of commonly used software, hardware, and other equipment. Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software. Become familiar with helpdesk policies and services. Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department. Other duties as assigned by the Operations Manager. Provide IT assets (PC, laptop, printer, VOIP etc.) and equipment setup, helpdesk technical support and guidance to end users. Desktop support background to troubleshoot issues on various hardware platforms Perform timely workstation hardware and software upgrades as required REQUIREMENTS Education: Minimum Diploma or Degree in Computer Science, Computing Engineering or any other equivalent qualifications. Work Experience: At least 2 years of working experience in related field At least 2 years oversee subordinate management experience At least 2 years software license management and hardware inventory management Technical and Professional Knowledge: Handle EUC project, skill, hardware, software license. Liaise with supplier and hand on job experience. Certification / License Requirement: N/AAdditional Company Information Registration No. Company Size 75398-K More than 5000 Employees Average Processing Time Industry 21 days Manufacturing / Production