IT Desktop Support Engineer L1

Excis Compliance Ltd. is a global IT services company, headquartered in the United Kingdom. We are now looking to recruit a IT Desktop Support Engineer L1 to join our Thailand team to look after one of our large global clients.

Key Responsibilities:

Deskside Support Services with Smart Eyes & Hands support:

Manage Incidents from Authorised Users and escalated by Service Desk relating to all IT Services including those IT Services provided by Third Party Vendors.

Resolve Incidents within prescribed time limits, otherwise escalate appropriately.

Manage Service Requests from Authorised Users and escalated by Service Desk relating to all IT Services in conformance with Service Fulfilment and Change Management.

Communicate to Authorised Users in English or Regional Language, using terms that are clearly understood by the Authorised Users and consistent with those used by Grab.

Schedule & Perform Software distributions to minimize Authorized User disruption where remote distribution has been unsuccessful by the Service Desk.

Responsible for performing the asset refresh.

Perform commissioning and collection of the assets during employee joining/on-boarding and separation process following the approved Grab processes.

Provision devices to new joiners and enable them to start on Day 1.

Provide break/fix support, advice, and assistance to authorized Users.

Replace failed component and test.

Correct settings and configure hardware, provide support for printers, work with Third Party Vendors wherever required for support.

Coordinate efforts with Third-Party and maintenance providers as necessary to keep Equipment and Software in good working order.

When Service Provider must replace Equipment and/or Software to conduct a repair, Service Provider will support the authorized User by copying data, performing backups and restoring data and backups to the replacement device.

Receive IMAC related Service Requests from Authorized Users and validate the IMAC request for correctness and proper authorization.

Provide or oversee, as appropriate, all installations, de-installations, cascades, moves, adds and changes for all EUC equipment and software, at designated Grab Sites.

Create and document the processes to enable IMAC execution for each Software and/or Equipment Component and obtain Customer's approval for such processes and documentation.