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Senior End-User Support

IT & Operation | Head Office

Job Introduction

Section: Infrastructure

Direct Supervisor: Senior Manager/ Infrastructure

Job Description:

  • Be the 1st level support to all end-users to provide the request fulfillment
  • Record and track the status of issues and request submitted
  • Install, configure, upgrade, maintain and support desktop systems based on customer service requests
  • Provision, amend and revoke the user access (LAN, AS400, CCI, AFIS, MonSys…)
  • Reset password and un-lock of LAN and CBS (LAN, AS400, CCI, AFIS, MonSys…)
  • Setup or revoke the email-approver
  • Resolve the known issues which always occur
  • Escalate the issues to relevant sections: system operation, system development, infrastructure and information security if required
  • Extend the support service up to 10 pm from Mon-Fri, weekend, and public holidays
  • Hold hotline support up 24/7
  • ID access review (user access review with all business units for quarterly and review all staff movement with HR for monthly basis)
  • Others assigned by Line Manager


  • Degree in Computer Sciences, IT, or any related filed
  • Minimum 3 years in IT Support, IT Help-desk or other related functions
  • Knowledge of server environment and network infrastructure (e.g. Wintel, Exchange, routing and switching)
  • English proficiency
  • Willing to support on weekend/holidays based on business needs
  • Be proactive, commitment, and able to travel as business needs.
  • Strong inter and intra personal skill, problem solving skill, critical thinking skill, and motivation/energetic skill.