Responsibilities:

• Responsible customer’s on-site I.T. service desk
• Troubleshoots incidents, technical problems and assist in root cause analysis, determines technical solution in accordance with product and customer specifications
• Incident management, manage all the outstanding incident tickets, suggestion on services recovery action, root cause analysis, and solution plan.
• Problem management, managing escalated problem case, provided problem update in a timely manner.
• Co-ordinate and work between Lexmark subject-matter expert and customer project team in project delivery.

•          Admin inventory system including, printer inventory and consumables. etc
•          Conduct internal training on ITSM application
•          Assists in procurement, invoicing & service level reporting

• Responsible for yearly review on helpdesk operational manual, procedure, and incident escalation flow.
• Assist in service levels reporting, included KPI metric report, SLAs, incident and problem report.
• Work closely with customer operations team on account delivery, e.g. CMS, Break-Fix, Invoice, purchase, resources planning.

Job Requirements:

•          Diploma Holder
•          Analytical and Problem Solving, 2+ yrs
•          Windows Client & Hardware Peripheral Configuration, 2+ yrs
•          I.T. Problem Troubleshooting, 2+ yrs
•          ITIL Knowledge, 1+yrs
•          Microsoft Excel, 2+ yrs
•          Printer Troubleshooting, 2+ yrs

• Good command of Chinese and English

• Knowledge and experience in inventory recording
• Knowledge on procurement process, goods receiving and handling relative documents
• Fresh graduate of Diploma or Degree in Computer Science will also be considered