Job Description:

• Handle daily incoming service requests, incidents and problems via phone, in person or email
• Ensure incidents are managed and resolved in a timely manner within Service Level Agreement
• Escalate incidents and problems to relevant 3rd level support team when required
• Follow-up the progress of the incident/service requests and provide feedback to users accordingly.
• Diagnose hardware faults and liaise with vendors
• Monitoring of the SLA’s and user experience of system performance
• Prepare standard computer equipment for initial use for all new hires and visitors, with associated maintenance and deletion of users as appropriate
• Install software on to the appropriate hardware using knowledge of operating systems and environment
• Support and maintain installed software with support from third parties. Dealing with support calls to satisfactorily resolve any hardware or software problems. Ensuring team members are communicated with and updated with resolution times
• Have a general knowledge of installed package software and its operation, coaching and training Team Members with basic queries or issues
• Maintenance of Inventory and monitoring of ICT standards
• To risk assess all procedures and systems to ensure there is a safe working environment
• Carry out any other reasonable duties as required by Line Manager
• Communicating and working across different time zones
  
  

Requirement:

• Diploma or above in Computer Science or equivalent.
• Minimum of 1 solid IT support working experience in MNC in-house
• Knowledge in Windows, Active Directory, Cisco networking, Citrix, MS Office, MS Exchange, Hardware, Mobile Device Support is required
• Experience in supporting Citrix environment is a plus
• Certification in ITIL, MCP, CCNA will be an advantage
• Strong customer orientation, with good communication, interpersonal, analytical and troubleshooting skills
• Good spoken and written in English is a must
• Confidence in dealing with computer components and electrical equipment
• Organised and self-motivated including the ability to forward plan
• Ability to work independently and on own initiative
• Communicate effectively at an appropriate level with internal and external contacts
• Confidence in dealing with external visitors and contractors
  
  

We offer 5-day work and attractive compensation package.  Interested parties please send your detail resume with current & expected salary and date available by using Apply Now.
 
All information provided by applicants will be treated in strict confidence and used only for processing application.

Wilko Asia was established in Hong Kong in 2009.  It is the global sourcing division of Wilko UK.  Wilko is a family owned private limited company and has been trading for nearly 90 years, growing from one store in Leicester to over 400 stores throughout the UK.

To support the ongoing growth of our strategic sourcing, we are now looking for passionate candidates to join our team in challenging and enjoyable roles.

Find out more about us at http://www.wilko.com