Service Desk Support Analyst - Singapore - S & I SYSTEMS PTE LTD

S & I SYSTEMS PTE LTD

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

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Description

Job Roles

Job Descriptions

Provide first level client support.
Receive, document, and categorise IT incidents reported by endusers. Follow predefined procedures to resolve incidents, ensuring mínimal disruption to business operations.
Process and fulfil service requests submitted by users. This may involve provisioning new accounts, resetting passwords, or providing access to specific resources.
Use a ticketing system to log, track, and manage incidents and service requests. Ensure accurate and timely updates on the status of tickets and prioritise them based on urgency and impact.
Maintain clear and effective communication with endusers, keeping them informed about the progress of their requests and providing estimated resolution times.
Contribute to and utilise a knowledge base that contains solutions to common issues and frequently asked questions. Use this resource to resolve issues efficiently.
Maintain accurate records and documentation of incidents, service requests, and resolutions. This documentation is essential for future reference and analysis.
Escalate complex or unresolved issues to higherlevel support teams or specialists. Ensure that escalated issues are welldocumented and communicated to the relevant teams.
Provide basic IT training and guidance to endusers to help them become more selfsufficient and informed about IT best practices.
Monitor IT systems and services for potential issues or outages. Respond to alerts promptly and initiate incident management procedures as needed.
Identify trends in reported issues and provide feedback to higherlevel IT teams for system improvements or updates. Participate in process improvement initiatives to enhance service delivery.
Promote and enforce IT security policies and practices among endusers to mitigate security risks and threats.
Ensure that IT support activities adhere to relevant compliance standards, such as data privacy regulations and industryspecific requirements.
Generate reports on incident and service request metrics, including response times, resolution times, and user satisfaction. Use this data to assess and improve Service Desk performance.

Requirements:

Background in computer science, information technology or a similar discipline.
Experience working with customers, ideally online and in person.
Previous success in a technical support position.
Understanding of software maintenance and best practices.
Ability to break down complex topics for different audiences.
Exceptional customer service and phone etiquette skills, excellent verbal and written communication skills.
Detail oriented and strong problemsolving capabilities with the ability to work on multiple, concurrent tasks and adapt to shifting priorities.
Take initiative, and response to timesensitive situations are essential, along with discretion and good sense in dealing with clients.
Experience in handling education sector users will be a big advantage.

Personality Traits

Good communication skills.
Fluent written and spoken English and Chinese.

Competencies

Familiarity with ITIL practices and IT service management concepts is a plus.
Relevant certifications in IT support or related fields will be advantageous.

Certifications

2+ years of experience in Microsoft Windows, iOS desktop level 1 support.
2+ years of providing support as a Level 1 Help Desk, Technical Remote Support/ Server, Desktop Support or Systems Administrator providing End User Support and Customer Service.