Report to: System Help Desk Unit Manager
Position Summary
The System Help Desk Unit Officer is responsible to control IT function for monitoring, reporting, installing, upgrading and troubleshooting the information systems of SPN, report to the IT System Help Desk Unit Manager and support all staff who involving in system to perform their work effectively.
Duties and Responsibilities of System Help Desk Unit Officer
* Technical support for company's desktop computing environment and corporate network, including supported hardware, Microsoft Office/Outlook and other business applications, and peripheral devices.
* Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support users.
* Ensure immediate and total restoration of services for all systems and services by promptly
* Responding to users' requests (including remote users) when they have an IT related problem proactively recognize the problem and implement needed solutions.
* Provide support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstation.
* Troubleshoot remote users' issues by applying remote monitoring and management software
* Provide solution to software, hardware, and system problems by researching problems and questions, diagnosing, troubleshooting, and applying available information and resources.
* Solve problems that do not have documentation by walking users through established processes for solving problems over the phone, email or/and in person and utilize critical reasoning in solving the problem.
* Remain in touch with a user until their issues are totally resolved or/and request is completed
* Ensure targets are achieved in accordance with tight key performance indicators by identifying
* Work with technical teams and end users to execute and maintain systems that apply with the best practices in achieving business objectives, while ensuring the integrity and security of the data, network, and system.
* Provide reporting to Help Desk Manager on strategies and activities.
* Provide controling of documentation for Help Desk System Infrastructure.
* Be an active learner and a good leader of a team.
Qualifications
* Work experience in an IT environment supporting desktops, laptops, peripherals and printers, or possession of Associate's degree or/and continuing
* Work experience in a service/help desk setting Proficient applying tablet, desktop, Server Operating Systems, all Microsoft applications, Linux technology, and network infrastructure
* Possession of advanced knowledge of Wireless technologies and LAN
* Bachelor's/College Degree in Computer Science/Information Technology or equivalent Minimum two years working experience in related field.
* Good IT and organizational skills
* Self-starter with strong self-management skills
* Good in English and Myanmar Language Skills (reading, writing, understanding)
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