Joel Deveraturda

As a member of the IT Customer Service Support Group, we are responsible in the following roles and responsibilities;

* Act as first level support Tasnee to employees.
* Communicate all issues to senior team member.
* Setup and installation of new PC's using standard application builds in a Windows XP/Win7 environment.
* Create new user/computer objects and changes to user/groups accounts in Active Directory.
* Network connection and troubleshooting.
* Assist to Network Team for project's structured cabling and tracing.
* System builds, repairs, and upgrades.
* Desktop inventory management, end-of-lease change-outs.
* Interact with suppliers for equipment orders.
* Participate in equipment evaluation and software purchases.
* User trainings.

Act as overall first level IT support.

* Monitor network connection.
* Manage user and computer accounts in Active Directory.
* Act as document controller.
* Initiate clerical jobs.

In essence, ITSOs are responsible for ensuring the smooth running of SM Mall IT equipment, systems and network infrastructure. Other tasks or duties within areas of expertise may be assigned to ITSOs depending on the needs and special projects of the organization, but will typically include:

* Inventory of all IT equipment (Hardware and Software)
* Computer Hardware / Software  Installation, configuration and troubleshooting of IT equipment
* Printer installation and troubleshooting
* Installation / Maintenance / Troubleshooting of equipment in Time Keeping Area
* Network Administration (Sales Report System)
* System Administration
* Assist end users

Perform Level 1 support including but not limited to;

* Perform deskside support service per Clients predefined/location specific service process.
* Manage workflow and service request through Clients call ticketing system.
* Imaging/ReImaging end user desktop and laptop machines.
* Software installation, configuration, and troubleshooting for end users.
* Hardware and Software upgrades.
* Performance of IT support duties as defined by the appropriate team leader.
* Network printer installation/configuration.
* High level of customer focus and strong customer support commitment.
* Support and assist colleagues; commit to and be accountable for overall group success.
* Work with other support groups and vendors to provide seamless support to customers.
* Monitor, analyze and address reliability and performance issues.
* General Desktop Support.