1. Responsible for handling internal and external calls from the users regarding IT incidents or service requests

2. Responsible to provide remote support to users on various client devices

3. Responsible to provide client device support for users

4. Ensuring proper documentation, notification, escalation, tracking, and follow up on all incidents/service request

5. Handle user access administration on various systems which had been delegated

6. Continuously to build up quality FAQs as a reference for both IT supports and users to promote knowledge sharing & self-service

7. Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce the number of reported problems

8. Follow-up with users to ensure satisfaction

9. Recommend modifications to existing or new SOPs that will improve the overall operation

10. Prepare reports for IT Service Center managers’ review

11. Fill in the shift log to ensure a smooth hand over the process to next shift

12. Willing to work at BGC w/ shifting schedule