Req ID: 270706

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Field Tech Analyst to join our team in Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur (MY-14), Malaysia (MY).

Field Support Analyst/Team Lead Job Description

Primary Purpose Of The Role:

Supervise and manage a team of IT desktop support associates and provide effective and timely day-to-day IT desktop support, advice, guidance and diagnosis, and timely incident resolution for clients. You will facilitate the day-to-day management of client incidents and requests, ensuring a timely response within the established Service Level Agreement (SLA), and perform follow up on incidents with clients as needed to ensure customer satisfaction The role assists the client portfolio to meet their goals in infra management and uptime. The role is part of the Shared Services team flexibly providing IT desktop support and related services. A client focused, service excellence delivery orientation is critical to success in this role.

Accountabilities:

Supervise and manage an IT desktop support team unit to achieve optimal operational outcomes & contractual obligations. Manage the day-to-day work activities of the team, including rosters, timelines, expected customer experience, prioritizing and allocating workflow. Provide timely and effective advice, information and expert technical interpretation on complex IT desktop support matters, in a manner easily interpreted by team members and stakeholders. Work closely with HRBP to ensure corrective actions are put in place as needed. Place the customer at the center of all decision making, and effectively assist team and respond to customers who may have limited knowledge and/or skills in the area of IT desktop support.
Be the key IT Desktop Support point of contact for the client portfolio and proactively partner with leaders to fully understand, anticipate and be responsive to their business needs. Review all feedback channels regularly to gauge customer experience and service quality. Manage complex and competing demands with multiple stakeholders and actively manage systems for logging, monitoring, resolving and referring IT desktop support activities. Evaluate and respond to complex or contentious operational or service delivery issues to ensure that financial, reputational and business risks are minimized. Monitor, review and analyze incident management performance metrics and recurring issues/requests. Proactively make recommendations for prevention and resolution. Manage the consistent use of agreed tools and methods to address and resolve user identified problems.
Supervise and provide IT desktop support for a range of devices, hardware, software, network, systems and other computing related technologies. Services include technical support in the diagnosis and resolution of complex software and hardware incidents, requests and problems. Troubleshoot and provide fast support via remote desktop connections when needed to assist fellow team members. Plan and oversee hardware/software/maintenance assessments and schedules including patching, cleaning, data recovery, upgrades and testing. Ensure antivirus installation, scans and monitoring and other security protocols as per required standards. Collaborate with colleagues and TechRoom/Smarthands and other departments to achieve issue resolution, escalation and compliance as appropriate.
Coordinate and oversee user accounts creation, monitoring and maintenance, access levels and permissions, and implementation of systems resource use policies in accordance with security procedures and delegations.
Collaborate with different client departments, Central Operations and leadership team to coordinate, schedule, install, configure, integrate and analyze end user hardware and/or software, devices, peripherals and applications. Monitor installations effectiveness and compliance, and ensure configuration management records are maintained. This role requires the person to be the single point of contact for any escalations within managed locations.
Oversee and provide (where applicable) end user specialist research IT infrastructure and interface support including support for specific applications (e.g. finance, student, HR systems).
Provide local IT asset management support and administration in accordance policies and procedures in place. Work with IT Services Division, and Procurement & Licensing Office requirements as necessary. Manage and oversee the provision of disposal; removing data from equipment, dismantling equipment, and arranging transportation for re-purposing or disposal in accordance with security, environment, health and safety procedures and standards.
Develop, plan and manage IT Desktop Support projects and programs. Coordinate and implement backup and disaster recovery solutions as per procedures. Coordinate and respond to service interruptions, and other critical situations to re-establish system functionality. Contribute to business continuity and disaster recovery plans.
Develop and maintain knowledge and technical capability across diverse and dynamic hardware, technologies, platforms and applications. Maintain awareness of industry developments, and emerging technologies and systems. Manage and support the validity of IT reference, knowledgebase and training materials to ensure team members access and apply up-to-date solutions for known issues; and stakeholders have increased resolution at first point of contact.
Seek opportunities for enhancing the IT Desktop Support services through collaboration with peers, team members and other stakeholders, so as to maximize efficiency, leverage collective knowledge, and
deliver integrated client services.
Perform as Departmental Health & Safety Officer, first aid and/or fire warden duties (if required); and ensure reasonably practicable steps are taken to create a safe and healthy work environment.
Rigorous monitoring of daily incoming workload through ServiceNow to ensure all tickets are managed well within SLA and equal workload distribution among team members. Review team members KPI and provide necessary coaching on a weekly/monthly basis.

Job Description:

Manage and lead the desktop support team, coordinating with IT staff on design and implementation of new technology
Ensuring all compliance requirement (training/timesheet submission) is done within timelines
Training employees on new programs or applications as needed
Ensuring that all IT equipment is in good working order and that backups are being performed
Evaluating employees’ job performance, identifying areas for improvement, and providing feedback
Ensuring that security measures are in place to protect against unauthorized access to sensitive data
Managing projects that require coordination with other departments within the organization or with external vendors or partners
Recommending new technology solutions to improve efficiency
Reviewing and approving purchase orders for computer equipment and software
Ensuring asset inventory is kept up today for managed locations by continuously revising and providing update to leadership. Ensure tickets are updated with necessary new information
Ensuring incidents/tasks are of best quality by doing quality checks on a weekly basis. Necessary coaching to take place as needed if slippage is noticed
Overseeing day-to-day operations of the IT department, including hiring new staff members when needed
Develop and implement policies and procedures
Ensure timely resolution of issues and requests
Responding to client support requests.
Contacting clients to find out the nature of the problem.
Traveling to the client’s location or connecting via a remote link.
Troubleshooting hardware and software issues.
Installing and maintaining hardware and computer peripherals.
Installing and upgrading operating systems and computer software.
Troubleshooting networking and connection issues.
Advising on software or hardware upgrades.
Providing basic training in computer operation and management.
Completing job reports and ordering supplies.
Provide network technical support for complex network related incidents, changes and projects
Troubleshooting of Cisco and wireless technology, network routing and switching
Coordinate with higher, peer and subordinate elements to troubleshoot, modify or establish LAN/Voice/Video services in support of the mission.
Implement and maintain networked systems, including configurations, supporting / troubleshooting network problems and coordinating with vendors for installation of such items as routers, bridges, concentrators and switches
Deploy, test, maintain, monitor, and troubleshoot telecommunications equipment and network to include but not limited to: Cisco Unified Communications Manager, Unity voicemail, Voice Gateways, Cisco router/switch, Jabber, Telepresence, and Codian MCU devices. Avaya phones, Avaya Media Gateway
Manage, operate and maintain LAN/Voice/Video services for the Command.
Provide and manage a secure, high performance network, for services including VoIP, QoS, CoS, LAN’s, SBC’s, traditional TDM and SIP.
Manage and drive remediation efforts related to information security, remediation may be from incidents, penetration tests, vulnerability scans, internal/external audits and other assessments

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge-to-cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients’ long-term success. Visit nttdata.com or LinkedIn to learn more.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.