Technical Support Analyst (L1/l2 helpdesk)
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APPLY using Our Form- Provide high level technical support and training for internal / external global client applications and infrastructure services, including user support of custom business applications, troubleshooting of technical problems and technical liaison between global user community, local and corporate IT
- 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
- Provide first and single point of contact (SPOC) for global end users pertaining to new / previously reported IT issues and resolutions to increase productivity
- Provide 1st to 2ndlevel technical remote support for global applications, common infrastructure, system and desktop client
- To work remotely with local IT, development team, Corporate IT and vendors pertaining to service calls and issues/tickets
- Develop professionally in order to increase technical, functional, and interpersonal competence
- Continue to refine Customer Satisfaction skills to better service the client
- Other duties as required
Requirements:
- Possess a Diploma in Computer Science or equivalent
- Possess at least 1 to 8 years of IT Service Desk / Helpdesk / Desktop Support experience, providing L1 and L2 support is mandatory
- Experience in remote support is mandatory
- Prior exposure in a shared service / call centre environment supporting medium to large applications in a diverse environment globally is highly advantageous
- Prior exposure in working directly with internal / external clients and providing user support of client applications, PC/Windows network infrastructure and custom business applications
- Proficient in Microsoft OS, MS Exchange, MS Office, Active Directory, Network connectivity and VPN
- Proficient in Microsoft Windows 2000/XP workstation/server, MS office suite (e.g. Outlook, exchange, office etc), Microsoft Active Directory administration, LAN networking, VPN and TCP/IP
- Possess knowledge on MS SQL Client/Server and Internet concepts and techniques
- Microsoft MCTS/MCITP/MCDST/MCSA certified an advantage.
- Customer service oriented and good problem solver
- Possess good communication and interpersonal skills
- Able to work on 4 days rotating permanent night shift, on weekends and public holidays
- Able to commence work immediately or with short notice is highly advantageous
- This is a contract renewable role, with a possibility to convert to permanent
General CV submission
- Country: Singapore
- Employment Type: Full time
- Salary: Open