IT Administrator
Canon Australia
Date: 23 hours ago
City: Taguig
Contract type: Contractor
Essential duties
Incident and Service Request Management:
Incident and Service Request Management:
- Provide level 1 and 2 support to end users.
- Handle incidents and service requests via ServiceDesk Plus (SDP).
- Assign SDP request tickets and ensure timely resolution.
- Escalating problems to 3rd Level support or 3rd party vendors and other IT resolver groups.
- Adhere to Incident Management, Request Management, Problem Management, and Change Management processes as per Company/customer standards and within SLAs.
- System Maintenance and Monitoring:
- Check system backup status regularly.
- Perform and monitor ManageEngine Patch Updates.
- Conduct network and server monitoring.
- Documentation and Reporting:
- Prepare documents for audit purposes.
- Prepare and maintain monthly BQO (Business Quality Objectives)/KPI reports.
- Generate ManageEngine Monthly Reports.
- User Account Administration:
- Administer user accounts in Active Directory and Microsoft 365.
- Manage Distribution Lists and Shared Mailboxes.
- Oversee Shared Folder Access Rights.
- Maintain system user accounts.
- ICT Procurement and Financial Management:
- Handle purchase requests, purchase orders, and accounts payable.
- Initiate the contract renewal process.
- Prepare ICT expenses and budget data.
- 2 years or more experience in a Technical Support role, preferably including experience in a Managed Services environment.
- 2 years’ experience with an enterprise grade Service Management Tool.
- ITIL v3 Foundation or above certification (desired)
- Passion for Customer Service Excellence
- Ability to prioritise tasks and workload
- Excellent verbal and written communication skills
- Ability to work in a team environment with a shared workload
- Ability to work autonomously, prioritize time for oneself and the team, make critical decisions and/or escalate as appropriate.
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