Job Description
Our Client:
Our client is one of the largest systems integrator with its headquarters in Japan
The Responsibilities:
* Act as a point of contact for phone calls and emails from staff regarding IT issues and queries
* Receive, log and manage calls from internal staff via telephone and email
* Maintain an asset database and track changes
* Provide 1st level support and troubleshooting of IT related problems from in-house software to hardware, such as laptops, PCs and printers
* Troubleshoot basic network issues such as lack of connectivity
* Escalate unresolved calls to the 2nd and 3rd level infrastructure / app support team
* Log all calls into the Help Desk Call Logging system (SCSM)
* Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
* Maintain a high degree of customer service for all support queries
* Provide stats for the weekly Help Desk report on call trends
* Collate support documentation to assist staff with request for information and provide staff training if required
* Arrange for external technical support where problems cannot be resolved in house Ad-hoc duties as assigned by supervisor
The Requirements:
* Minimum 3 - 5 years of Helpdesk experience preferably in a financial institution
* Knowledge and experience in Basic Active Directory such as Unlock user accounts, reset passwords, etc
* Knowledge and experience in mobile technologies (BlackBerry Work, remote access), Office 365 and Windows 10 is an advantage
* Ability to multi-task and work effectively as a team member
* Ability to work independently in a fast-paced environment
* Proficiency in Microsoft Office (MS Outlook, etc)
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.