Desktop Engineer Getronics Solutions (S) Pte Ltd

Getronics Solutions (S) Pte Ltd

With worldwide revenues of € 1.97 billion in 2010 and about 12,000 employees (FTE), Getronics is a leading ICT service-provider in the world and the largest ICT service-provider in the Benelux. As expert in workspace management services, connectivity, datacenters, and consultancy, Getronics helps organizations and its employees to improve performance. To do this, Getronics has a complete portfolio of integrated ICT services for the large enterprise market and works according to a Global Service Delivery Model ensuring that services are provided for clients throughout the world that are of consistent quality. Since 23 October 2007, Getronics is part of KPN, the main provider of telecommunication services in The Netherlands.

We are currently seeking a suitable candidate to join us as:

Desktop Engineer

Position Summary: 

Asia Pacific IT End User Support Team is the first contact point for the Asia Pacific business users if they request for any IT help. As a customer-facing function, it is important that there is professional and consistent service provided across the whole region.  Policies and Procedures are established already at a global level and are required to be followed.


Role & Responsibilities:  

• Responsible for IT HelpDesk for all IT helps raised by business users. Provide the first point support to the users, if not, collect the problem description and route the ticket to the other functional teams for follow up
  
• Responsible for IT Deskside support for any IT problems which need to provide hands on support. Such as hardware problem diagnosis, PC/Software installation, configuration, and maintenance of operating systems, Company's standard software and PC hardware in support of business processing requirements. Also including Office automation equipment (Printer, Scanner, MFD, Fax machine)
  
• Responsible for supporting local IT Assets Management, Vendor and Contract Management per request by the respective IT functional teams
  
• Responsible for the supporting end-users along with corresponding infrastructure and peripheral components
  
• Coordination with local Hardware Vendor(s) for support.
  
• The onsite person to help Infrastructure support team and Desktop Security team to provide the hands-on support (on demand), such as virus remediation and infrastructure devices inspection. Provide Data Backup of local file servers if any
  
• Utilizing the Global ticketing system(HP Service Manager 7)
  
• Provides high level of client satisfaction by answering the phone with a helpful and friendly voice if you receive the request via phone call.
  
• Opens HP Service Manager 7 case (Tickets) by receiving requests (voice, web & e-mail).
  
• Determines what the client’s problem is and triages or escalates, as necessary.
  
• Troubleshoots and resolves user computer problems.
  
• Services users by patiently and politely addressing their concerns.
  
• Assists end-users who need assistance with diagnosing, troubleshooting and servicing their system.
  
• Takes initiative to identify problems and correct them or suggest improvements.
  
• Provide back up support for Software Support Engineer where necessary.
  
• Closes HP Service Manager 7 case (Tickets) in a timing manner when the problem is resolved.
  
• Transfers case (escalates) to other support provider queues in HP Service Manager 7.
  
• If call requires an on-site visit, transfers ITSM Case (Ticket) into Local Support queue. But it will be still local EUS team at the stage
  
• Following the Service Level Agreement and provide service based on priority.
  
• Implement software and hardware upgrades as necessary.
  
• Provides technical input for projects if needed. Support project tasks and deliver on schedule.
  
• Act as a local IT Support Administrator. As a liaison between IT and local business. Assist business to develop the business case if required.
  
• Ability to perform on-call duties as requested.    
  
• Ensure thorough familiarity with company policies and procedures. Appropriately applies policies and procedures in compliance with government laws. Policies and procedures include, but not limited to: Standards of Business Conduct, Intellectual Property, Control Environment, Information Protection, ISO 9000 & 14000, government regulations (e.g. health, safety, quality and environmental), and functional policies published on the Rockwell Automation Information Network. 
  
• Perform relevant duties as assigned by the team Supervisors such as new hire training and etc.

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Please send your resume in strict confidence to: Human Resources, Getronics Solutions (S) Pte Ltd, 20 Anson Road, #07-01/04 Twenty Anson, Singapore 079912 by email: to Getronics.Solutions@getronics.com (Only shortlisted candidates will be notified) including:

1. Expected Salary
2. Current/Last Drawn Salary
3. Notice Period
4. Reasons for leaving