Associate Helpdesk Analyst
CurrentWe serve as the first point of contact via email or phone for all IT queries from all SMEC Office (Australia, PNG, Malaysia, Indonesia, Qatar, Philippines, etc.)• We are also the one that direct queries to the appropriate second level techs or individuals that will be able to assist user as per our SOP• We also do a remote session using the OCS with users if local IT are not available for assistance or if queries requires it to be resolved• We give primary solutions to queries regarding Epicor Enterprise. Examples are user access in the system, Resource Set up, Project Planning, Invoicing, etc.• Create accounts in all the system using the Active Directory • Creating email accounts for new employees in the system using Exchange server• Creating MS Office Communicator access for all the users in the company• Answers basic queries in the company’s Portal which is designed using MS Sharepoint 2007 (this include access external and internal, creation of project workspace, etc.)• Answers questions on the use and troubleshooting of MS Outlook and also other Microsoft programs• Answers basic hardware and software queries.• Monitoring tickets using the WebJet ticketing system• Run and create basic SQL query to get information in relation to Epicor Enterprise (information’s that cannot be seen in the front end of the system)• Import and Export information using the Peachtree program for the accounting department of different office (Hong Kong, Mongolia, Philippines and New Zealand)• We also create user guides for users (all employees) and also issue summary for procedures among Help Desk Associates• We also do testing of systems, whether it is an upgrade in the system or a new system in itself before it is deployed for all the employees of the company
