[EZLINK] GSP Ops Admin Co-ordinator - req
Ref No. SR04
Job Type/Title GSP Ops Admin Co-ordinator
Position Type Permanent
Location Singapore
Main Duties and Responsibilities
Responsibilities include, for example:
User Support – 90%
1. Prioritise work according to criticality/importance of issues and
the end-user
2. Be proactive in resolving issues and recommending solutions
3. Develop and maintain rapport with end users by displaying a
detailed understanding of their IT environment and business issues
4. Troubleshoot problems methodically and record all troubleshooting
steps in the knowledge management tool
5. Analyse the nature of queries and customer problems and provide
suitable solutions within agreed imescales
6. Develop and maintain communication skills appropriate to the
environment
7. Respond to customer queries regarding the status of requests and
liaise with 2nd / 3rd line resolver teams to prioritise as necessary
8. Toolset Administration
Personal and Team Development – 10%
• Undertake ad hoc projects as agreed with the management team on
behalf of IT Support Services that may involve site visits and/ or
customer meetings
• Show an outward commitment to actively develop personal knowledge
• Complies with all company's standard working practices including
attendance of team meetings and completion of administrative tasks.
Qualifications/Education Required
University degree : advanced core skills including Mathematics and
high marks in English Language to GCSE or equivalent
Qualifications/Education Preferred
Experience working in IT Support environment with strong process
background
Experience Required
• 2 years IT work experience in an IT support role.
• Experience of working in an SLA / SLT driven environment
• Experience of working with MS 2000 Active Directory and account
administration
• Proven record of working in a team orientated role with customer
interaction via mail or phone.
• Familiarity with working from English written documentation for
process and workflow.
• Very good written and verbal English communication skills.
• Ability to work in a pressurised environment with the ability to
prioritise tasks to avoid escalation and to react to customer
requirements / exceptions.
• Demonstrated ability to follow tasks through to resolution.
• Strong internet browser support knowledge using Microsoft Internet
Explorer.
• Self motivated, have a positive work ethic and the ability to work
under own initiative.
• Ability to work in a pressurised environment and be able to deliver
against timescales / targets
Experience Preferred
• Previous experience working in a banking environment.
• Previous experience working with remote control interfaces (PC Duo
or similar)
• Experience of working with call logging / request systems (eg
Remedy)
• Previous help desk experience
• Process documentation skills.
• Experience of desktop hardware and software that will enable an
individual to provide approvals for customer requests. Such services
could cover additional PC's memory upgrades.
• Experience working in complex IT suppor
Skills / Aptitude Required
• Experience of working with Active Directory and an understanding of
account permissionings
• MS Office and XP, specifically: Word, Excel, PowerPoint, Visio and
Outlook
• Translation of written workflow into practical requirements.
• Excellent command of both written and spoken English. Ability to
express oneself articulately and to adapt the method and tone of the
communication to the respective audience.
• Ability to analyse and summarise complex information and present
clearly to a range of different audiences.
• Diplomacy: understanding of the need for diplomacy and
confidentiality. An ability to temper communications according to the
subject matter without diluting the message or undermining the
integrity of the message.
• Ability to deal with the pressure of deadlines and to remain calm
while doing so.
• Able to prioritise and manage multiple conflicting priorities
without impacting delivery of any.
Skills / Aptitude Preferred
• Ability to write and work from technical workflow documentation
• Willingness to work in shifts (evenings and early morning)
• Willingness to re-locate to SGP
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