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Posted 5 months ago
Requirements and responsibilities
ResponsibilitiesFirst-line Technical Support and Problem Resolution:Serve as the primary point of contact for internal users' IT-related issues, including quick responses to inquiries and guidance.Address user problems concerning general device usage (e.g., laptops, mobile phones), network connectivity (wired/wireless), Wi-Fi connections, printer setup and troubleshooting, and other IT-related matters.Provide FAQ guidance and solutions for common issues.Perform initial problem diagnosis and resolution to minimize impact on business operations.Office and Conference Room Equipment Maintenance:Responsible for the daily maintenance and troubleshooting of Office Automation (OA) equipment, such as scanners, photocopiers, and shredders.Ensure that conference room audio-visual equipment, projection systems, video conferencing equipment, and other related devices are functioning correctly, and provide usage support.Assist with the setup and testing of conference room equipment to ensure smooth meetings.Service Desk Operations and Issue ClassificationRapidly classify, log, and track incoming IT issues.Assess the complexity and urgency of problems and determine whether escalation to second-line (L2) or relevant IT teams is necessary.Monitor the IT service desk's operations to ensure service requests are processed in a timely mannerUser Services and CommunicationProvide friendly and efficient IT technical support services to enhance user satisfaction and experience.Collect user feedback and assist in optimizing IT service processes.Maintain the IT knowledge base of frequently asked questions to help users self-resolve issues.Leverage AI tools (e.g., Gemini, ChatGPT) to query solutions, draft user guides, and enrich FAQ/knowledge base content for faster issue resolution.IT Asset and Basic System MaintenanceAssist in the management and maintenance of office IT equipment and applications.Support IT-related routine checks and maintenance task.Ensure adherence to and implementation of corporate information security policies in daily operations (e.g., account management, password handling, device compliance, data protection).
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