Desktop Support -Assistant Team Lead

Title : Desktop Support -Assistant Team Lead

Duration : Permanent

Location : Alexandra Hospital

Working days : 5.5 Days(24*7 on Call Support)

Responsibilities

• Able to handle premium users (VVIP);

• Able to manage Site Operation;

• Oversee the day-to-day running operations of the Deskside Engineers and/or Site Operation ;

• Oversee the scheduling and coordinate of the Deskside Engineers ;

• Oversee the training and development of the onsite engineers;

• Oversee the support for premium users (VVIP);

• Reporting needs of Onsite Deskside Support service within reports submission timeline defined by client;

• Work with client to reach service level target;

• Provide client Service Desk a daily report by 10am on the no. of resources available and unavailable per work day.

• Coordinate with Resource Manager / Site Manager on deployment of backfill to cover for absenteeism

• Need to make sure that the resources in each Site complies to the customer security & related industrial related policies and for new resources to be briefed on such requirements

• Ensure that IMAC executed are updated by next business day to Asset Management Team

• Needs to report on a monthly basis the status of the IMAC operation Site supported.

• Ensure all operational procedures are current and adhered by the operation team

• When need arise, to cover the duties of the Onsite Support Engineers and/or System Administrators

• Provide suggestions to help improve operations on an ongoing basis.

• Monitor and Track Service Levels on a daily and weekly basis

• Brief all staff on security requirements and obtain staff signed off prior to allowing them to perform duties.

• Conduct regular security education/awareness/refresher briefing (as per frequency specified by client) to all new and existing staff

• Provide monthly security governance reporting

• Responsible as the Security Focal Point for their respective teams with System Administrator Team Lead as the overall Security Focal Point to Client/Customer;

Requirement

Minimum 2 years of relevant experience with adequate technical skills.

ITIL Foundation certified(preferred)

Cover duty of Team Leader during Team Lead's Absence

Support for premium users (VVIP);

Ability to handle premium users (VVIP);

Provide single point of contact

Cover duty of Team Leader during Team Lead's Absence.

EA License No. - 14C6941