Deskside Support Officer

JD

• To provide on-site services at customer’s office venues, including Science Park offices and the Park and support technical issues related to hardware and software and resolve user inquiries.

• To deliver on-site services and provide support at the Customer’s premises within the tentative service hours during working days, exclude Saturday and public holidays.

• To support users through ongoing assistance, maintaining satisfactory daily operations.

• To support Customer’s IT team with assigned tasks and projects, contributing to overall IT operations.

• To provide monthly regular review to ensure the service quality of IT support services.

Requirement

a) Provide on-site services at Customer’s office venues, including Science Park offices and the Park and support for technical issues related to hardware and so􀅌ware and resolve user inquiries via phone, email and Microsoft Teams. The successful Tenderer shall deliver on-site services with at least two IT specialists and to provide support at the Customer’s premises within the tentative service hours as per Clause below throughout the service period.

b) Manage IT service requests such as so􀅌ware installation, access requests and account setups.

c) Managing hardware and so􀅌ware inventory of Customer and ensure such inventory records are up-to-dateft

d) Perform regular end user system upgrades and patch upgrades, monitor end user computing security alerts and user compliance.

e) Provide assistance to Customer’s IT Department in coordination with third-party hardware and so􀅌ware service providers and suppliers on procurement and specialized support.

f) Assist on IT resources arrangement in employee onboarding and onboarding.

g) Regularly generate report of Customer’s Informa􀆟on Technology System Management (“ITSM”) system for management review regarding the response time and resolution rates by the successful Tenderer.

h) Assist Customer’s IT team on IT-related assigned tasks and projects.

i) Create and regularly update end user computing guideline documentation.

j) Provide training sessions on IT services for Customer’s employees.

k) Attend monthly review meetings to evaluate with Customer the successful Tenderer’s service quality and provide follow-up acton plan.

l) Observe and comply with paragraph 5.7 General Security Requirements.

m) Provide any additional IT-related support services requested by Customer, General Security Requirements which shall be subject to Customer's approval.