SEND RESUMES TO inv_sg yahoo com sg
Ref No. SR05
Job Type/Title GSP Software Installs
Position Type Permanent
Location Singapore
Main Duties and Responsibilities
User Support – 90%
? Remote Software provision via AD Toolkit
? Granting of local admin rights
? Permission customers to printers
? Remote set up of Bloomberg
? GSP & GSPa – addition of software packages & functional groups to
customer profile
• Prioritise work according to criticality/importance of issues and
the end-user
• Develop and maintain rapport with end users by displaying a
detailed understanding of their IT environment and business issues
• Troubleshoot problems methodically and record all troubleshooting
steps in the knowledge management tool
• Respond to customer queries regarding the status of requests and
liaise with 2nd / 3rd line resolver teams to prioritise as necessary
• Develop and maintain communication skills appropriate to the
environment
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 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 on the 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.
• Experience of desktop hardware and software that will enable an
individual to provide approvals for customer requests.
• Experience working in complex IT support environments, interacting
with and escalating incidents to 2nd / 3rd level support teams in a
global organisation.
• Demonstrated ability to follow problem through to resolution.
• 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 (Remedy)
• Previous help desk experience
• Process documentation skills.
• Knowledge of Market Data applications used in the Banking
environment.
• Software Installation trouble shooting skills.
• Knowledge of working with Licensed applications (global,
individual, concurrent etc)
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.
• Has an appetite for variety, exposure to senior management and for
shaping specific areas
• Confident, able to speak up with own thoughts and opinions, but has
intuitive sense of judgment, knowing when to let go and accept a
decision or suggestion made by someone else.
• Logical mind and approach to work coupled with ability to follow
written processes.
• Diligence and attention to detail in performing tasks.
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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