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Objectives of this position:
As a key member of the IT Service & Support team, the IT Support & Service Administrator ensures seamless daily IT operations by serving as the primary point of contact for all end user enquiries. This role is responsible for troubleshooting and resolving hardware, software amongst IT assets/ vendors management to maintain a stable environment with minimal downtime.
What will you do?
• Act as the first point of contact for all user support related queries at the Service Desk
• Responsible for taking internal and external calls regarding IT incidents or service requests, as well as resolving and escalating user requests for Google Workspace
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request via ticket management system
• Support new joiners by preparing the required IT hardware/ software packages and access credentials
• Conduct weekly checks on meeting room AV equipment.
• Support with user communications regarding system updates, scheduled maintenance or new rollouts
• Collaborate with cross-functional teams/ global IT on issues and system integration
• Manage full inventory lifecycles for hardware and software and perform regular asset tracking and store room organization
• Manage vendors for hardware maintenance, repairs, quote requests and warranty claims
• Regularly compile and present statistical reports on ticket volumes, resolution times and recurring incidents
What will you need?
• At least 2 years of experience in IT Service Desk, System Support or Service Administration
• Technical skills: Google Workspace, Windows/ MacOS/ iOS troubleshooting, networking basics and AV room setups
• Familiarity with ITIL framework/ IT Service Management is a bonus
• Soft skills: Strong communication, time management and customer service skills
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