Job Objectives 

The purpose of this position is to provide exceptional IT internal customer service and support for Interface employees. This role will assist in developing procedures and strategies to support, create, maintain and manage technical quality assurance processes and guidelines and systems infrastructure, investigate, analyse and resolve system problems and performance issues, and test the behaviour, functionality and integrity of systems, including but not limited to providing Level 1 and 2 support of endpoints such as but no limited to laptops, Desktops, printers, phones, video conferencing/audio visual, warehouse barcode scanners, label printers, networking, patching and applications support. 

This position description does not form a comprehensive list of duties and can be varied or added to within the scope of the position and as discussed during the performance planning & review process (PPR).

Key Responsibilities

Field Incoming Requests
•    Demonstrate exceptional customer service skills both verbal and written
•    Handle incoming queries and help requests from end users
•    Triage/prioritise incoming requests by business impact 
•    Accurately categorise incoming requests for future reporting and direction to the correct queue
•    Capture required information to resolve the issue up front
•    Log all requests into the ITSM system with detailed notes 
•    Respond/answer all incoming requests within agreed SLA
Resolve IT Support Requests
•    Resolve level 1 and level 2 requests within agreed SLA’s
•    Demonstrate effective and methodical troubleshooting techniques to analyse, diagnose and resolve support requests
•    Implement technical resolutions that comply with IT policies and standardisation
•    Maintain timely, detailed, accurate and complete professional service records on the ITSM system
•    Maintain frequent communication with stakeholders on the status of the request
Escalate Advanced Cases
•    Escalate to level 3 within agreed SLA
•    Ensure detailed records of previous testing and troubleshooting along with how to replicate the issue is included in the ISTM records
•    Provide a thorough verbal hand over with up to date ITSM records for any requests that are escalated or handed over to IT colleagues
•    Assist senior technical teams to perform root cause analysis and develop checklists for typical problems and recommend procedures and controls for problem prevention.
Maintain Service Records    
•    Always maintain ITSM records to be up to date 
•    Include in ITSM records all communications regarding the request, it’s resolution and frequent updates to the customer
On/Off board Employees    
•    On/offboard employees within agreed SLA timeframe 
•    Ensure all on/offboarding requests are authorized and documented as per procedures and compliance requirements
•    Complete on/offboarding steps accurately and follow up 3rd party stakeholders to update external systems within agreed SLA timeframes
•    Perform IT training and induction for new employees
Maintain IT Documentation    
•    Create and maintain detailed and professional IT documentation, this could include how to resolve common issues, configuration details and workarounds. 
Maintain CMDB    
•    Maintain the Configuration Management Database (CMDB) to ensure all IT asset changes are reflected in the database and the database is up to date 
•    Participate in auditing and verification of the CMDB 
•    Create new items in the CMDB upon the purchase of new IT assets, ensuring all elements are accurately recorded, including purchase date, serial numbers, warranty expiry dates, etc. 
•    Communicate all asset changes with finance to synchronize financial asset registers and subsequent depreciation activities
Maintain a secure, clean and safe work environment    
•    Maintain orderly storerooms and storage cupboards and desktops 
•    Maintain clean and orderly patch cabinets
•    Ensure decommissioned equipment is recycled in a timely manner
•    Ensure all store equipment is clearly labeled and stored in the correct place
•    Ensure all valuable equipment is securely stored
Co-ordinate procurement    
•    Obtain procurement requirements, research as necessary and make recommendations
•    As directed obtain quotations from service/equipment providers, verify accuracy and forward to the 
IT Supervisor for approval and for purchasing
•    Update procurement registers as directed
•    Notify the IT Supervisor should stock levels fall below agreed amounts so replacements can be re-ordered
Projects    
•    Participate in IT projects as required
•    Complete project deliverables to schedule/quality
•    Complete project documentation and communication components as per the project plan
•    Perform other duties/projects as directed by the IT supervisor or IT Manager
Team Membership    
•    Actively participate in weekly team meetings, inspire others
•    Propose initiatives to improve service quality and minimise costs 
•    Freely share knowledge to assist other team members 
Safety    
•    Demonstrate safe working behaviours
•    Actively participate in safety correction system
•    Adherence to all safety policies and procedures
Quality Assurance    
•    Demonstrate Quality & Environment working behaviours.
•    Adherence to all Quality & Environment policies and procedures
•    Awareness of Quality & Environment Standards
Service Management    
•    Information Technology Infrastructure Library (ITIL v3)
Compliance    
•    Sarbanes-Oxley
Coping with Pressures and Setbacks    
•    Maintains a positive outlook at work; works productively in a pressurized environment; keeps emotions under control during difficult situations; handles criticism well and learns from it; balances the demands of a work life and a personal life.
Delivering Results and Meeting Customer Expectations    
•    Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical, and orderly way; consistently achieves project goals.
Relating and Networking    
•    Easily establishes good relationships with customers and staff; relates well to people at all levels; builds wide and effective networks of contacts; uses humor appropriately to bring warmth to relationships with others.
Applying Expertise and Technology    
•    Applies specialist and detailed technical expertise; uses technology to achieve work objectives; develops job knowledge and expertise (theoretical and practical) through continual professional development; demonstrates an understanding of different organizational departments and functions.

Job Qualifications

• Office 365
• Windows 10、Windows 11
• Symantec Veritas Backup
• Microsoft 2016/2019/2022 AD/DNS/DHCP, File Server
• Cisco Route/Switch, LAN/Wireless network and Cisco IP phone system iPhone/ iPad support
• 3 years equivalent experience supporting Microsoft Windows computing platform. Minimum 3 years of working experience in the mid or large IT environment.
• Working knowledge of Active Directory, Lotus Domino Server, Cisco Network, and VMWare、Hyper-V.
• Hands-on experience in troubleshooting hardware and other physical devices.
• Demonstrated project management skills.
• Full energy to learn, understand, and apply new technologies.
• Able to conduct research into issues and products as required.
• Work independently and proactively to achieve established objectives with minimal supervision.
• Proficiency in English.