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ABOUT YOUR ROLE:To maintain the day-to-day IT operational support for office. While providing high level of customer satisfaction, EUS Analysts are responsible for resolving incidents and requests in timely fashion and escalate to the appropriate support groups. EUS Analysts must have good balance of basic technical skills as well as customer facing skills.YOUR RESPONSIBILITIES WILL INCLUDE (but are not limited to):-Responsible for daily IT operations and supports-Monitor Service Desk tickets assigned to the queue and resolve in timely based on severity level-Install and configure computer hardware, software, systems, networks, printers, mobile phones and any other IT related devices-Communicate with users to determine the nature of problems and best approach for resolving the issues-Perform hardware and software upgrades as per request-Handle projects with different functional teams to define requirements and implementation plan-Align with line manager to handle complaints and make suggestion for improvement-Escalate and report any emergency cases to different functional teams-Analyze the incident tickets and determine the areas of improvement -Maintain IT equipment inventory-Conduct knowledge articles and guidelines, provide training session as necessaryWHAT WE WILL BE LOOKING FOR IN YOU:-Have solid working experience as tier 1 and tier 2 end user support -Windows 7/10 and Macintosh administration and troubleshooting skills-Knowledge in Active Directory, VPN, Unity, Zoom, Adobe, Microsoft O365 including Outlook, Word, Excel, PowerPoint, SharePoint, Teams, OneDrive and etc... -Knowledge in ServiceNow ticketing system and able to view / create / resolve tickets-Ability to troubleshoot / resolve IT issues remotely via Proxy Air, SCCM, Zoom, Teams and RDP-Able to work independently and liaised with global teams-Be a self-learner, a team player and able to work in different environment-Excellent analytical and problems solving skills-Occasionally required to work or join meeting during non-office hours-A good team player with excellent communication and problems solving skills will be considered as End User Service VIP Supporthttps://halokerja.id connects jobseekers and recruiters by accurately matching candidate profiles to the relevant job openings through an advanced 2-way matching technology. While most job portals only focus on getting candidates the next job, Shine focuses on the entire career growth of candidates.
