Dhilip .

• Provide ICT Service Desk support. • Answer and process client calls on all IT related incidents, requests and inquiries. • Ensure all calls and emails were being logged with adequate and concise information into the help desk system for incident tracking, request management and problem management. • Make initial assessment of incidents, diagnose and resolve basic incidents • Assign or verify severity assignment and incident description. • Resolving incidents on first call resolution. • Take ownership of the incidents/service request and resolved in accordance with service level agreement and escalate where necessary to the appropriate team based on established guidelines & procedures • To follow up on resolution and inform client on status • To work in a team to meet the team’s KPI

- Providing on-site support to the Common Use Terminal Equipment(CUTE) & Common Use Self Service(CUSS) users as well as off-site support. - Installation and configuration of the CUTE & CUSS system components with focus on the hardware and firmware. - Performing preventive maintenance for all equipment. - Perform tests on hardware and software components and be responsible for the co-ordination of local acceptance testing with customers and 3rd parties. - Coach fellow co-workers on operational issues relying on strong working knowledge of the activities in the group. - Confirm and prioritize day-to-day tasks, as and when needed. - Creating incident reports and escalating all observed problems to proper SITA operational escalation points. - Manage the replacement of faulty equipment through the use of spares, and ensuring the timely replenishment the spare according to prescribed availability and sparing policy. - Ensure shortest possible repair cycle by initiating the timely return of faulty SITA and Customer equipment according to the customer maintenance contract and SLAs and monitoring closely the replacement of faulty items and spares. - Conduct the analysis, definition, documentation and testing of application & systems enhancements. - To provide onsite support to Users during the cutover of the services. - Continuously identify and document lessons learnt, known errors and operational knowledge for improved services

• Laptop, desktop, network printer, switch, access point and cabling troubleshooting. • Managing the WLAN and LAN system for the company. • Managing and updating the IT inventory. • Responsible for system operation, maintenance including operating system, networking, backup data, etc. • Provide technical support for the Customer Service department on call issues and existing PABX server. • Purchasing all new hardware and software. • Liaising between IT suppliers and vendors for IT related problems and getting quotations for new company assets. • Giving out and receiving laptops to new/leaving staff of the company. • Create and manage staff email address.