Kerja Sepenuh Masa, Internship- IT Engineer (Desktop Analyst) di TP Pulau Pinang - Maukerja

Responsibilities: -

• Implement and comply to Teleperformance Global Essential Compliance and Security Policy.
• Perform Windows Desktop administration (modifying login scripts, rolling out Desktop changes through Group Policy, applying desktop patches, user account management, etc.).
• Perform the system changes adhered to organizational policies.
• Assist the Site IT Manager in the day-to-day management of IT operations.

Desktop/Laptop/Phones/Software Deployment: -

• Deploy desktop/laptop hardware, software and images, and related peripherals (keyboard, mouse, headsets, printers etc.) according to company/clients’ requirements.
• Install and maintain equipment and software ergo to quarterly approved version.

Maintenance and Support: -

• Installs, maintains, and troubleshoots required client software and hardware, whether onsite or remotely.
• Deliver support to company’s devices to ensure all computers, network connections and software are functioning smoothly.
• Provide excellent service and meet client needs while offering cost-effective technological solutions to the organization.
• Configure end-user software, hardware and upgrade existing client desktops computers for best efficiency.
• Provide 24 x 7 support.

Problem Solving & Troubleshooting (Tier-2 Service Desk Support)

• Respond to Service Desk calls and/or Service Request cases.
• Perform on-site analysis, diagnosis, and resolution of complex desktop device and phone unit problems for a variety of end users, and recommend and implement corrective hardware solutions, including offsite repair as needed.
• Troubleshoots device problems in a timely and accurate fashion, provide end-user training and assistance where required, process trouble tickets based on department service levels.

Reports and Documentations: -

• Develop and maintain an inventory management system of all CPUs, monitors, keyboards, hard drives, modems, printers, scanners, application software, licenses, operating system software, hand-held devices, software manuals, spare equipment, wireless devices, VOIP phones, and other related peripheral equipment.
• Generates daily reports related to IT asset inventory, HW repair and SW licenses.
• Accurately document instances of hardware failure, repair, installation, replacement and removal.

Miscellaneous: -

• Evaluate new products and emerging technologies for suitability within the network infrastructure and the needs of the company.
• Perform other duties assigned.

Environmental Attributes

• Willing and able to travel.
• Has some degree of flexibility and expects to work hours necessary to complete assignments on schedules that would satisfy the requirements of the job.
• Self-motivated and directed.
• Ability to maintain professional demeanor and confidentiality.

JOB SPECIFICATION: ASK Framework

Attitude

• Integrity
• Customer focus
• Innovation
• Communication and interaction skills

Skills

• Must have an extensive knowledge of Windows 7 and latest desktop operating system.
• Must have an experience with Windows operating system, antivirus knowledge, Microsoft active directory, cloud computing, and peripheral devices.
• Must have strong knowledge and skills of MS Office products.
• Must understand basic networking, telephony and desktop applications.
• Ability to respond to various inquiries.
• Ability to effectively present ideas and concepts to all levels of audiences.
• Ability to work in a team-oriented, collaborative environment.
• Ability to multi-task, must prioritize workloads and work under pressure in an ambiguous environment.
• Demonstrate a strong desire to learn and grow with changing job requirements.
• Possessing a customer-oriented mindset in solving client issues and ensure client satisfaction.
• Adept understanding of Contact Centre industry.
• Excellent verbal and written communication skills.
• High stress and volume work tolerance.

Knowledge

• Degree in Computer Science, Computer Engineering, Electronics and Communications Engineering and other related IT courses.
• Equivalent complete IT training certification.
• 1-2 years’ experience as PC Specialist, Desktop Specialist, Technical Support or Telecom.
• Analyst in an Enterprise setting preferred.