We are looking for a motivated and enthusiastic PROTÉGÉ candidate to join our Information Technology team. The candidate will assist in day-to-day IT operations, provide technical support to employees, and support the maintenance of IT systems, hardware, software and network infrastructure.
Oversee the day-to-day operations of the IT Assist team, ensuring adherence to Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Drive the maturity of the Incident, Request Fulfillment, Access Management, and Knowledge Management processes, leveraging the IT Service Management (ITSM) platform.
Monitor key IT Assist metrics (KPIs) such as First Call Resolution (FCR), Mean Time To Resolve (MTTR), Customer Satisfaction (CSAT), and backlog management.
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Catching up with and responding to changes in the external environment that are updated annually (e.g., responding to new versions of iOS/Android OS and policy changes).
Development that focuses on the perspectives of both developers and end users.
HTML/CSS coding for entertainment content (primarily consumer games) and websites
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Collaborate closely with IT Assist, application/system vendors, internal system PICs, and cross-functional teams to troubleshoot and resolve application-related incidents and service requests.
Drive Continual Service Improvement (CSI) by identifying recurring issues, improving support processes, reducing dependency on Level 3 support, and recommending opportunities for automation and process improvement.
Provide Level 2 support for enterprise applications, end-user computing, system integrations, and related technology services.
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Perform test execution, accurately record results, evidence, and defects, and support overall validation of system changes.
Preferably an undergraduate in the penultimate or final year of a Computer Science, Information Technology, Software Engineering, Data Analytics, Business IT, or related program
Must be proficient in both written and spoken English
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Manage and ensure all incidents, service requests, issues, and assigned tasks related to Application Technology Support are tracked, followed up, and resolved within agreed Service Level Agreements (SLAs).
Act as Level 2 Application Support, serving as an escalation point for cases raised by IT Assist, COE teams, application vendors, and other Level 1 support teams.
Increase the percentage of issues resolved at Level 2 through effective troubleshooting, root cause analysis, and resolution before escalation to Level 3 support or external vendors.
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