Service Desk Support Analyst (Global IT support)

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(Preferred for Singapore based candidates)

Responsibilities:

• Staff rotating 24 x 7 x 365 FTS Technical Support Line including weekends and public holidays
• To provide IT administration and service desk support for internal customer globally within a centralized shared service center.
• Response to user requests and incident/problems via online/phone/email and log them into service desk application according to establish procedures.
• To provide first and single point of contact (SPOC) for global end users pertaining to new/previously reported IT issues and resolutions to increase productivity.
• Ability to provide 1st - 2nd level technical remote support for global applications, common infrastructure, system and desktop client.
• Ability to work remotely with local IT, development team, Corporate IT and vendors pertaining to service calls and issues/tickets.
• Provide assistance to other departments or business units as directed
• Develop professionally in order to increase technical, functional, and interpersonal competence.
• Continue to refine Customer Satisfaction skills to better service the client.
• Adheres to the policies and procedures of company
• Other duties as required

Requirements:

• Degree in Computer Science/ Engineering with at least2 years experience working in a shared service environment/ customer support service center supporting medium to large applications in a diverse environment globally.
• Min. 2 years experience working directly with internal/external clients.
• Min. 1-2 years experience providing user support of client applications, PC/Windows network infrastructure, and custom business applications.
• Experience with Microsoft OS, MS Exchange, MS Office, Active Directory, Network connectivity and VPN.
• Experience in call/technical helpdesk environment providing remote support will be advantage.
• Hands on skill on Microsoft Windows 2000/XP workstation/server and MS office suite (e.g. Outlook, exchange, office etc)
• Hands on skill on Microsoft Active Directory administration.
• Hands on skill on LAN networking, VPN and TCP/IP.
• Knowledge on MS SQL Client/Server and Internet concepts and techniques.
• Microsoft MCTS/MCITP/MCDST/MCSA certified an advantage.
• Ability to speak fluent English and at least one other languages
• Ability to interact effectively with other technical and non-technical resources in a team environment
• Customer Service Oriented and ability to quickly establish comfortable & effective working relationships.
• Strong oral and written technical and interpersonal communication skills including sensitivity to diverse global work culture and community.
• Excellent organizational skills
• Demonstrated ability to analyze and evaluate complex data and follow problem through till resolution
• Ability to manage multiple tasks at one time
• Highly motivated - self starter
• Ability to solve problem remotely and meet deadlines
• Must be willing to work on a Shift Roster

General CV submission 

Country: Singapore

Employment Type: Full time

Salary: Open