IT Support Helpdesk

1) Perform day to day support for Customer Facing

technology at Restaurant (POS, Kitchen Video)

2) Ensure every round RFM download and update

successfully at store for each of the devices (POS, SOK, KVS,

DMB). The RFM downloads will be carried out after office

hours. In such event, the Vendor’s staff may provide the

Additional Services at a later time (instead

of 8.45am) the next day.

3) Assist in ensuring the lab is always prepared for user

testing. Support users in uploading test packages and

conducting tests as needed.

4) Work with L1 Service Desk to solve/ provide workaround

to minimise the impact to the store on the escalated

incident. Ensure L2 team fix the issue and update the

business stakeholder on the progress of the issue as and

when require.

5) Follow up with the Helpdesk, store, and vendors to ensure

timely approval of quotations.

6) Monitor the WhatsApp support communication group and

ensure prompt responses during working hours.

7) Conduct store visits as required or assigned by the

supervisor.

8) Create and maintain documentation, including the

preparation of user guides.

Reporting

9) Prepare and send out daily incident reports and insight of

issue happen for the previous day, highlighting any sudden

surges or anomalies.

10) Perform Root Cause Analysis (RCA) and propose solution

to permanent fix the issue.

11) Ensure Restaurant Technology IT Inventory is up to

date.

12) Undertake additional tasks and responsibilities as

assigned by the superior.