Onsite Support (OSS) / Desk Side Support (DSS)

Job Description

Job Description

Role :

• Main contact for break / fix and onsite support
• Provides the highest level of customer service, manages tickets, tracks all information in a call tracking system (SIM), uses the knowledge base along with their expertise to resolve level 2 issues / requests in a timely fashion
• Works closely with level 1 team for quick and efficient service to end users
• Escalates unresolved problem / issues / requests to the proper 2nd and 3rd level support teams
• Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide basic desktop support
• OSS to contribute and maintain relevant Knowledgebase

Main Tasks :

1) 1st-2nd level & on-site support for client software, hardware, telecom and network incidents

2) Support for incidents related to group applications also support for incidents related to local applications

3) Active Directory / Exchange - Creation / Modification of Groups / User / Accounts / Mailboxes

4) Follow standard Service Desk operating procedures; accurately log all Service Desk tickets using the defined tracking software

5) Break fix, provide meeting room and VISO conferencing support / troubleshoot

6) Document and maintain SOP's

7) Ensure compliance with Allianz and AZ Trade procedures and rules

8) Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations

9) Support Project Implementations

10) Responsible for Procurement as per Trade / Tech process

11) Responsible for IT Asset Management (CMDB) for Hardware and Software

12) Co-ordination of local, regional and central IT Team and with IT Changes

13) VIP support for offices which have HOD and C-level management

14) Reception desk and Walk in Centre (WIC) in locations where applicable

15) Walk-in centre for dedicated OSS support

16) OSS to contribute New Staff Orientation of IT services related topic, and incident / request handling. Manage UAM process.

17) Support end users with printing, meeting room and with Visio / Conference room equipment

Functional Skills / Experience :

1) Experience in IT

2) Good technical background of client hardware and software

3) Good knowledge of User account administration (AD)

4) Analytical skills and solution oriented

5) Knowledge of networking infrastructures

6) Good interpersonal skills and ability to work well with others

7) Excellent communication skills (oral and written)

8) Experience in an end user based environment

9) Ability to utilize applications for support, reporting and documentation

10) Able to communicate effectively with customers at all levels

11) Competency in Windows OS as a minimum requirement

12) Good understanding of the concepts of ITIL

13) Have skills such as remote support , O365, virtual desktop