IT Helpdesk Support Specialist

**IT Helpdesk Support Specialist**

Role Type: 12 Month Contract

Start Date: ASAP

Location: Woodlands

Industry: Biotechnology Company

Your responsibilities will include but not limited to;
- Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
- Collective responsibility with the rest of the global support team to ensure the 1Help 24x5 telephone systems are effectively manned.
- Effective management of your personal ticket queue.
- Fundamental to advanced troubleshooting for day to day incidents or requests from Company End Users involving HW, SW or OS-related items (L1, L2 and potentially L3 activities).
- Basic Mobility Support (Primarily for iOS devices but also for occasional alternative products.
- IMAC Support (Install, Moves, Adds and Changes).
- Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
- Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock.
- Knowledge Base Usage, Reference and Collective Improvement.
- Timely support of End User Issues or Requests.
- Effective management of hardware and software distributed to employees.
- Continuous observation of internal support provisions, providing feedback for opportunities of improvement where appropriate.
- Onboarding of new employees.
- Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
- Understanding of various metrics reflecting the group’s performance.
- Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.

**The following core skills are highly desirable;**
-**:

- Native speaking in Chinese Mandarin (Compulsory)**_
- At least 2-3 years’ experience in the IT industry
- At least 2+ years in a customer service role
- At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
- Maintains a high degree of professionalism in actions, demeanor and dress.
- Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
- Possess a strong technology background with the ability to execute a task or project to completion.
- Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
- Organized and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
- Excellent teamwork skills and the ability to work unsupervised.
- Demonstrated performance and aptitude consistent with Company core values and culture.
- Handles confidential and sensitive matters with tact and diplomacy.
- Understanding of ITIL principles.

**The following skills are beneficial;**
- Experience supporting Board level Executives directly.
- Audio Visual event support experience.
- Event support (Internal All Staff’s, offsite meetings)
- Creation of support documentation, Guides and manuals.

**First 3 months' job expectations;**
- Learn Company core support processes and procedures.
- Successfully manage assigned Tickets, Tasks and Project Activities towards appropriate and timely completion.
- Develop a close working relationship with other team members locally and globally.
- Start to lead initiatives and projects to develop and improve existing support capabilities.

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: $3,000.00 - $3,500.00 per month

Schedule:

- Monday to Friday