About this role
Company Overview
Leading Growth Through Innovation
As the World's No.1 Nitrile Glove manufacturer, Hartalega is currently in the process of recruiting a diverse pool of talented people, across various specialisations and backgrounds. You will enjoy exceptional benefits and incentives, as well as a well-defined path for career success.
Hartalega is made up of a tight-knit, passionate and highly-skilled set of individuals. From our top executives, to our line technicians; we are all proud to be part of an elite group responsible for revolutionising the glove-making industry.
Job Description
OVERVIEW
- The EUC Support Engineer’s role is the First and Single Point of contact for the end users who call IT service Desk.
- While providing the highest level of customer service, answers incoming calls, tracks all information in ITSD/ITRF, using a knowledge base tool along with their expertise to resolve tier 1 requests within a timely fashion.
- The EUC Support Engineer escalates unresolved problem/issue/requests to the proper Tier 2 and 3 support team.
- Troubleshooting basic end user issues on various software applications, hardware, network, and telecommunications systems and provide basic desktop/laptop support.
- In addition, knowledge of ITSD, solved ticket within SLA, report generation, prioritizing of work, handling inventory and end user complaint, documentation and pro-actively handling IT related cases.
DUTIES AND RESPONSIBILITIES
- Resolve customer technical issues through diligent research, reproduction, and troubleshooting.
- Work directly with other department to resolve problems and help test products.
- Document all technical inquiries, develop and review content for knowledgebase.
- Provide single point of contact, first level support and convey resolutions to end user issues.
- Properly escalate unresolved queries to the next level of support.
- Track, route, and redirect problems to correct resources.
- Update end user’s data and produce activity reports.
- Walk customers through problem solving process.
- Follow up with end user, provide feedback and see problems through to resolution.
- Utilise excellent customer service skills and exceed customer’s expectations.
- Ensure proper recording, documentation, and closure.
- Recommended procedure modifications or improvements.
- Preserve and grow your knowledge of help desks procedures, products, and services.
- To provide technical support
- Primary responsibility is user support and customer service. Being present and available to end user requiring technical assistance.
- Respond to questions from all emails and telephone.
- Become familiar with end user and their respective applications.
- Learn fundamental operations of commonly used software, hardware, and other equipment.
- Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software.
- Become familiar with helpdesk policies and services.
- Become familiar with the Systems, Network, Database, Desktop Engineers, programmers, developers, and each team in the IT Department.
- Other duties as assigned by the Operations Manager.
- Provide IT assets (PC, laptop, printer, VOIP etc.) and equipment setup, helpdesk technical support and guidance to end users.
- Desktop support background to troubleshoot issues on various hardware platforms
- Perform timely workstation hardware and software upgrades as required
REQUIREMENTS
Education:
- Minimum Diploma or Degree in Computer Science, Computing Engineering or any other equivalent qualifications.
Work Experience:
- At least 2 years of working experience in related field
- At least 2 years oversee subordinate management experience
- At least 2 years software license management and hardware inventory management
Technical and Professional Knowledge:
- Handle EUC project, skill, hardware, software license.
- Liaise with supplier and hand on job experience.
Certification / License Requirement:
N/A
Additional Company Information
Registration No. Company Size
75398-K More than 5000 Employees
Average Processing Time Industry
21 days Manufacturing / Production