MIS Officer

The MIS Officer is a lead role responsible for the design, development, and maintenance of the organization's Management Information Systems. This role ensures that data is collected, stored, and processed efficiently to produce accurate, timely reports and analytical insights necessary for management to monitor performance, support decision-making, and achieve strategic goals.

Administration

• Ensures the availability of any stationery or consumables required by any IT systems.
• Keeps software in the property management system up to the current release as instructed by the Senior IT Manager.
• Advises the management on additional facilities that could be provided by either existing or further IT systems or technological advances.

Employee Satisfaction

• Delivers the brand promise and always provide exceptional customer service.
• Provides excellent service to internal customers as appropriate.
• Handles all internal customer complaints and inquiries in a courteous and efficient manner, feedback complaints to supervisor immediately.
• Maintains positive colleague interactions with good working relationships.

Finance

• Assists Senior IT Manager achieving the annual finance business plan and ensuring divisional objectives fully address the business objectives of the company and needs of employees.
• Ensures that all company and local rules, policies and regulations relating to money handling and licensing are adhered to.

Operations

• Manage the IT Ticketing System: Act as the primary administrator and power user of the help desk ticketing system.
• Incident and Request Resolution: Receive, prioritize, and manage all incoming support tickets from end-users related to system access, software functionality, hardware issues, and data requests.
• Troubleshooting & Escalation: Provide first and second-tier technical support, troubleshooting issues to achieve a high rate of first-call resolution. Investigates and timely handling of any software fault reports or enhancement requests. Escalate complex technical problems to Senior IT Manager or relevant vendors, ensuring all necessary diagnostic information is attached to the ticket.
• SLA Compliance: Monitor ticket queues and resolution times to ensure adherence to established Service Level Agreements (SLAs) and operational targets.
• Documentation & Knowledge Base: Document all incident resolutions, workarounds, and technical procedures clearly within the ticketing system to build and maintain the internal Knowledge Base. Ensure all the policies and procedures with regards to information system/ computer are being implemented.
• User Account Management: Handle tickets related to user access, system permissions, and account creation/deactivation, ensuring strict security protocols are followed.
• System Integrity: Oversee routine system checks, updates, and maintenance for core applications (e.g., ERP, HRIS, CRM, interfacing or custom MIS tools).
• Reporting and Analysis: Use reporting tools to generate standard and ad-hoc reports based on ticket data (e.g., common failure points, support team performance, high-volume requests).
• Process Improvement: Analyze trends in ticket data to identify recurring system failures or user training gaps, recommending and implementing process improvements or system enhancements to reduce future incidents.
• Data Security: Assist in managing system security administration, including monitoring for unusual activity and contributing to the enforcement of data management policies
• Maintenance: Conducts daily check to ensure smooth running of the SAP, Adrenalin and Salesforce Systems. Carries out maintenance work required by all IT equipment in the company as per established schedule. Performs virus update and prevention on the server/ personal computer.
• Backup & Disaster Recovery: Prepares backup files for QuickBooks as per established schedule. Assists in data recovery and disaster planning.
• Inventory: Conducts inventory check on all computer, printers and peripherals as per schedule.
• Vendor Management: Liaise with third-party vendors and service providers for troubleshooting, contract management, and procurement of IT resources.
• Asset Management: Ensure accurate tracking, inventory, and lifecycle management of all IT hardware and software assets.

Required skills

• The ability to produce high quality work in a consistent and reliable manner, in support of company's standards and processes.
• The ability to identify priorities, solve problems, produce desired results and be accountable for commitments.
• The ability to build relationships within and across functions, balance individual and team goals, respect others and value different perspectives.
• The ability to listen actively and identify appropriate messages and delivery methods to effectively influence others.
• The ability to initiate action, make decisions, adapt, drive change, use resources efficiently and solve problems quickly, creatively and practically.
• The ability to identify needs, shape actions and add value to relationships based on a central focus of customer satisfaction.

Qualifications:

• Education: Bachelor's degree in management information systems, Computer Science, Information Technology, or a related field.
• Experience: Minimum of 3-5 years of experience in MIS, IT support, or a similar role.
• Technical Skills:
  
  - Familiarity with data analysis, reporting, and Business Intelligence (BI) tools.
• Understanding of information security principles and network basics
• Proficiency with Microsoft Office 365 Business applications.
• Knowledge in Adrenalin, SAP Business One and Salesforce is advantage.

• Proficiency in hardware maintenance and fault restoration.

• Soft Skills:

• Strong analytical and problem-solving abilities with attention to detail.
• Excellent written and verbal communication skills, especially the ability to explain technical concepts to non-technical stakeholders.
• Ability to manage multiple tasks, meet deadlines, and work effectively in a team.