Local & Regional ICT Support

Department: ICT
Report to: Team leader ICT support

Key responsibilities
Registration & Managing calls
• Act as a single point of contact for the users in Damen Asia by phone calls and emails regarding ICT issues and queries.
• Register the requests and incidents in Service-Now.
• Managing the registered questions, incidents & changes until they are resolved/implemented.
• Escalate calls to service support teams.
Provided user support

• 1st and 2nd line support - troubleshooting of ICT related problems, from in-house software to hardware, such as smartphone, Laptops, PCs and Printers.
• Troubleshoot basic network issues.
• Provide basic instruction in MS Office applications used within the company (Word, Excel, Outlook, PowerPoint).
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Mobile device account management and provision.
• Coordinate external technical support where problems cannot be resolved in house.
Administration task

• Maintaining the ICT Asset Database and tracking of Changes.
• Update and maintain paper work.
Enforcement rules
• Commit to business and employment regulations.
• Clean and maintain orderly workplace.
• Commit to HSEQ and safety regulations

Job context
Group IT & IM is one of the pillars in the delivery of the ambitious business objectives of the Damen Shipyards Group, in which all IT Support and Project activities of Damen entities worldwide are centralized. Managing the growth by structuring the processes and information on a global basis, sets high standards on the availability and accessibility of our IT infrastructure and applications.

Group IT & IM, managed by the Director Group IT & IM; consist of Solution Management, Business Intelligence, Customer Demand, Application support and User-/Workplace & Infrastructure support. The support should yield: Business value and a positive return on IT investments and projects; Scale-effects, (cost) efficiency and effectiveness from Group IT & IM infrastructure; Better data, document, knowledge and information sharing; Improved collaboration, mutual involvement and cooperation in and between various locations.

Regional ICT Support facilitates the shipyards in the region with IT Support, to maintain the IT landscape and provide a Damen Workspace that is current and reliable.

PURPOSE AND SCOPE OF THE JOB
Local / Regional ICT support is responsible for first and second line support to Damen employees with a strong focus on delivering service and customer satisfaction.
We support multiple shipyards in Vietnam (Hai Phong, Ha Long and Da Nang), and remotely in China / Singapore.

Education
An ICT related education.
Understanding processes of ITIL is preferable but not essential.

Experience
Fresh graduate is warmly welcome, two years of previous ICT Support is an advantage.
Feeling with Incident Management, Change Management and Customer Support service.
Basic User & Security Group Active Directory administration.
Strong knowledge of Microsoft based operating systems, with emphasis on Windows 7 and Office 2013.
Experience with using and troubleshooting Outlook 2013 within a network environment (permissions, calendar sharing, delegation, etc.).
IT Office equipment basic troubleshooting.

KEY COMPETENCIES
- Communication:
+Good in written and spoken English.
+Confident in verbal communication and talking on the phone.
- Cooperation
+ Cooperate with others to achieve a common objective.
+ Able to work in a large team with different functions.
- Planning and organizing
Determine goals and priorities effectively and outline the time, actions and resources needed to achieve certain goals.
- Customer orientation
Flexible, persistent, self-motivated achiever who gains satisfaction from providing good customer service.

- Competitive salary
- Social insurance, health insurance, unemployment insurance according to Labor Laws
- Professional, dynamic working environment

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