Deskripsi Pekerjaan

End-User Support & Communication Provide first and second-line desk-side support for hardware, software, and network-related issues. Maintain effective communication with office users, and IT teams to ensure service alignment. Escalate complex issues to relevant IT teams following defined procedures. Incident & Request Management Log, track, and resolve IT incidents & service requests within agreed SLAs. Assist in major incident coordination when required. Hardware & Software Management Deploy, configure, and maintain IT devices (laptops, desktops, printers, peripherals). Assist in OS imaging, software installations, and patch management. Maintain accurate IT asset inventory (hardware & software) and track life cycle. Vendor & 3rd-Party Coordination Work with vendors, outsourcers, and contractors to deliver IT services (Regional Service Desk, store projects, etc.). Ensure vendor performance meets agreed service levels. Office IT & AV Event Support Support store IT setups, POS systems, and network equipment. Provide technical support for office Audio/Visual (AV) systems, including Town Hall meetings, live events, and conference room setups. Compliance & Documentation Follow ITSM processes (ITIL-based Incident, Request, Problem Management). Maintain knowledge base articles for common issues and resolutions. Other Duties Assist in IT projects (e.g., Windows upgrades, hardware refresh). Perform other IT support duties as assigned.