IT Desktop Support Engineer

The IT team forms part of the wider IT Workplace Operations Team and the role will require a high-level customer focus, technical flexibility and agility. The role also requires flexibility around operational hours as well as supporting multiple locations in Southeast Asia and ANZ. Provide 1st & 2nd line desk side support services to NBCUniversal International on all supported technologies including Windows & Mac hardware and various mobile technologies. Identify and deliver Service Improvements aligned to the company’s goals by prioritizing technology initiatives and supporting the evaluation, deployment, and management of current and future technologies. Good understanding of mobile technologies such as iPhone/iPad, Blackberry, Android & Windows Mobile running various OS levels. Provide support to the infrastructure teams, where necessary, for remote hands and eyes to assist in the resolution of technical faults. Work closely with all IT groups to resolve incidents / requests and ensure impact to customers is kept to a minimum. Ensure adherence to all NBCU international policies, processes and procedures as well as support continual service improvement activity where appropriate. Assist with product evaluation and the introduction of new technologies into operational support. KEY RESPONSIBILITIES Customer skills are equally as important as technical skills, combining both to ensure delivery of a world-class service. Effectively manage Incidents and Requests, ensuring customers are kept informed of progress and escalating where necessary. Main Areas of Activity Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer always updated on progress and within SLAs guidelines. Follow request management process and governance. Take ownership of documentation regarding support issues and requests and ensure that this is accurate and maintained. Ensure all relevant security & management tools are operational and exceptions are managed. Meet all IT Asset Management process requirements in accordance with NBCU policy. General maintenance of all IT equipment including PC’s, Macs, Mobile Devices, Printers, Photocopiers, VOIP telephones and other hardware and software as required. Collaborate with International, US and local IT teams and Core NBCU business units as required. Other Responsibilities Ensure all relevant IT equipment is encrypted in alignment with NBCU Policy. Undertake deployment refresh of IT equipment in alignment with the Asset Management NBCU International Policy. Ensure seamless data transferred between devices. Ensuring that any operational risks are reported and remediated in line with the agreed action plans. Manage IT Consumables in accordance with the corporate guidelines. Regular site visits to satellite offices to provide proactive IT support.