Address#LI-TS1
- Provides IT support and services to end-users in the Asia Pacific region
- Ensure all daily support inquiries coming through, is followed up and responded, before the relevant requests are escalated to next support level
- Supports end users in the region via Phone and ticket requests
Key Accountabilities
- Troubleshoot hardware, software, network related issues
- Ownership of Service Desk tasks – Requests and Incidents
- Deliver services according to approved Demant IT processes; included but not limited to: incident, request fulfilment, business critical, change, release management
- Provision of IT hardware (Imaging of corporate computers, deployment and management of Mobile device flee in the mobile register)
- Administrative tasks such as user onboarding, administration, granting access to server resources, Hardware purchase “Demant global models, etc”
- Install, configure and maintain new and existing ICT infrastructure in the organisation.
- Collaboration with cross functional IT Teams to resolve complex technical issues.
- Windows 10 / 11
- Understanding of computer networks
- Laptop and desktop hardware troubleshooting
- SCCM / Autopilot deployment
- Microsoft office 365
- MS Teams / Teams voice
- Cisco Meraki
- Active Directory / Azure AD
- Cisco call manager
- Citrix
- Remedy
- Print server management
- Basic scripting / Powershell
- Experience in interaction and providing IT support to end users
- Training of (end) users
- Development of IT documentation
- Experience in providing systems support
- Experience in Remote Support environments
- Contracting style work ethic
- Experience in IT support for a corporate environment
- Strong business know-how and understanding
- Deep Technical & application insight
- ITIL v3 process knowledge (foundation)
- Analytical problem solving approach
- Technical understanding of computers / networks and basic protocols
- Understanding of telephony and voice systems
- Cyber security awareness
