IT Support Analyst- L1

Michael Page

Shah Alam, Selangor
RM 36,000-60,000 per year
Permanent
Full-time

1 month ago
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The IT Support Analyst's role is to provide a single point of contact for franchisee, store, and corporate end users to receive support and maintenance across the group's computing environment.The IT Support Analyst's role is to provide a single point of contact for franchisee, store, and corporate end users to receive support and maintenance across the group's (and other affiliated companies) computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all infrastructure, end-user devices and equipment to ensure optimal business performance. The role will also troubleshoot problem areas (in person, by remote tools, by telephone, or via chat) in a timely and accurate fashion and provide end-user assistance where required.The role reports into the Service Desk Team Lead, but has a large element of autonomous working, so the ability to be self-organised and process tasks and projects as assigned through internal ticketing systems. The successful candidate will have demonstrable client facing experience and possess the skill to develop relationships with end users, 3rd parties and suppliers.Operational Support

Be the first point of contact for all IT related issues or requests.
Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents, escalating requests as necessary.
Ensure all logged requests are completed within the required business SLA's.
Provide timely support with all Store related issues, including out of hours requests.
Act as the conduit for stores and third-party providers for all IT related issues (e.g., EFTPOS).
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
Provide access as required to CCTV footage and configurations.
Aid in troubleshooting of infrastructure and business systems (e.g. email) to ensure minimum downtime.
Timely creation of all user platforms including the creation of email addresses as requested.
Establish new store POS system to align with current and future organisational standards.
Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
Record and manage equipment sent to suppliers for equipment under warranty or service contracts.
Identify, drive, and optimise opportunities to drive self-service, self-healing, and automation of Service Desk tasks.
Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
Collaborate with the infrastructure team to ensure efficient operation of the company's end-user computing environment.
Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
Ensure all scheduled maintenance tasks are completed in a timely manner.
Regular system maintenance for Windows patching.
Regularly cleanse and update user groups and system information.
Ensure all HQ devices and technologies are operational through periodical maintenance.
Assess the functionality of existing devices within the organisation to ensure optimal usage is attained.
Recommend new and upcoming technologies and devices to enable the organisation to remain current.
Review and maintain the organisational anti-virus software to ensure full protection is available.
Provide documentation of IT processes and update the knowledge base solution accordingly.

Project Delivery

Management of assigned projects/tasks as required by the business from time to time.
Produce technically and commercially accurate reports.

Strategy & Planning

Assist in developing long-term strategies and capacity planning for meeting future end-user device needs.

Acquisition & Deployment

Conduct research on end-user devices in support of standardisation and procurement efforts. Evaluate and recommend products for purchase.
Write technical specifications for purchase of end-user devices and related products.

Be a part of a global operation team|Good Career AdvancementQualificationsEssential - Not applicable (though the below certifications/experience would be highly regarded).

Beneficial - Diploma, Degree, Certifications in relevant areas such as Microsoft, Cisco, VMware, CompTIA Certs.
Tertiary qualifications in Information Technology and other related technologies.
Other relevant industry experience and certifications.

Knowledge & Experience

Excellent technical knowledge of hardware, including desktop PCs and servers.
Knowledge of and experience with enterprise and desktop applications, including POS, Office 365, and Rostering systems.
Hands-on hardware troubleshooting experience.
Equipment support experience with POS systems, routers, and switches.
Experience in retail highly regarded.
Working technical knowledge of current protocols, operating systems, and standards, including Windows 10/11.
Able to read and understand technical manuals, procedural documentation, and OEM guides.

Personal Attributes

Solid relationship management and performance management skills.
Strong customer service orientation.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Good written, oral, and interpersonal communication skills.
Exceptional interpersonal skills, with a focus on listening and questioning skills.
Ability to present ideas in business-friendly and user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Team-oriented and skilled in working within a collaborative environment.

The enterprise operates in the Supermarkets and Other Grocer and a main food chain suppliers.Hybrid Work with Allowances

Michael Page