To provide effective L1 / L2 support for users, servers, storage and networks within a predominantly windows-based environment.
Correspond with clients via phone, email, web-based applications or personal visits to resolve IT-related issues.
Provide resolutions to assigned technology application issues.
Provide support and training to local users and regional users
Help improve the documentation of products to help customers and minimize support load. Ensure documented information is accurate and up to date.
Provide on-call after hours support when required or during emergency periods
Installation of hardware and software
Active directory changes requiring high level access
To perform daily system health checks
To proactively monitor server and production systems and perform proactive remediation when required
Help improve and streamline internal processes.
Verify bugs raised against products.
Identify patterns of incidents and raise problem management. Taking initiative to raise any outages based on the trend of incidents received
Ensure that knowledge management and data capture processes are adhered to enabling effective reporting and the reuse of existing information efficiently
Escalations P1&P2 to correct team, taking ownership and sending communication to business with update in a timely manner.
Provide an outstanding level of client service to service desk clients that is timely, professional, and friendly and focused on resolution.
Keep clients up to date with resolution efforts on current incidents
Work collaboratively with other members of the IT team on developing solutions or escalations on every matters raised by the business
Maintain professionalism towards any user requests or feedback
Who are we and what else do you need to know :
We’re more than media monitors.
We’re creating real data intelligence.
Information without insight is noise. Insight without action is useless. That’s why we’ve reinvented media intelligence to make it more than a measurement tool or frame of reference, but a go-
to resource in developing our clients’ business strategies.
Isentia blends market-leading monitoring experience with analytics to help the world’s biggest brands and organizations uncover the whole picture and act on it.
Powered by cutting-edge technology and a team of world-class experts, our mission is to help businesses leap-forward where only genuine insight can take them.
We offer an opportunity to work with a great team of talented, innovative and passionate people across the Asia-Pacific and access to our innovative search technology, comprehensive coverage, and expert research.
We also offer a competitive salary and a heap of benefits like discounted private health insurance, free fruit at work, free flu shots and great social events.
If you are interested in joining our dynamic organization in a key role, then please apply now.