MAIL TO inv_sg yahoo com sg
Ref No. SR01
Job Type/Title Service Desk 1st Line Support Analyst
Position Type Permanent
Location Singapore
Main Duties and Responsibilities
To act as first point of contact for users with Desktop Hardware,
Software and computer peripherals via all contact mediums
(calls/email/other), ensuring contact is responded in a timely
manner, within established guidelines
Will primarily support company Back Office (Utility groups),
including : Infrastructure, IT Production and Apps Development,
Finance, Operations, and HR
Responsibilities include, for example:
User Support – 90%
• Establish and maintain full ownership of issues throughout the
incident lifecycle to a satisfactory conclusion
• Prioritise work according to criticality/importance of issues and
the end-user
• Be able to provide support (resolution or call logging) for the
following types of end user telephone calls (and examples) :
• Enquiry Call (Updates to incidents raised, PC advice)
• Account Admin (Account lock-out, password reminders)
• Windows 2000 Desktop (Frozen PC, Printer installation
• Outlook Queries (Mail box access, storage problem)
• Desktop PC (Monitor problems, error messages)
• Secure ID Card for secure remote access (PIN reminder)
• Printer (Toner required, paper jam)
• Be proactive in resolving issues and recommending solutions
• 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
• Identify areas where additional support is required to resolve a
problem or incident, and escalate in accordance with the agreed
guidelines.
• For requests that cannot be resolved within the Service desk,
gather accurate and relevant information to be used for fault
resolution by 2nd & 3rd line teams. Supplying all necessary
diagnostic information
• Log all problems or incidents accurately and clearly, according to
established processes and policies Knowledge repository
• Analyse the nature of queries and customer problems and provide
suitable solutions within agreed SLA timescales
• Develop and maintain communication skills appropriate to the
environment
• Assist callers with `How do I queries' for Microsoft and other
applications
• Answer customer queries regarding status of requests / fault
tickets and liaise with 2nd / 3rd line resolver teams to prioritise
as necessary.
Personal and Team Development – 10%
• Show an outward commitment to actively develop personal knowledge
• Complies with all compnay's standard working practices including
attendance of team meetings and completion of administrative tasks.
• Undertaken service improvement projects as directed by line
management
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 for IT Service or Help Desks
Experience Required
1. Working knowledge of Windows XP Workstation and Enterprise Network
environment.
2. Experience of providing 1st line support for Windows based
Information Systems in a corporate environment.
3. Experience of working in a full-time customer-facing role
4. 6-12 months desktop software applications and hardware support
experience, knowledge of SQL and proven effective client support
expertise.
5. Understaning of key aspects to the incident management process
Experience Preferred
1. Experience working in the Investment Banking industry
Skills / Aptitude Required
1. MS Office and XP, specifically: Word, Excel, PowerPoint, Visio and
Outlook
2. BMC - Remedy (or similar problem management system)
3. ACD systems
4. 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.
5. Ability to analyse and summarise complex information and present
clearly to a range of different audiences.
6. 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.
7. Ability to deal with the pressure of deadlines and to remain calm
while doing so.
8. Able to prioritise and manage multiple conflicting priorities
without impacting delivery of any.
9. Has an appetite for variety, exposure to senior management and for
shaping specific areas
10. 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.
Skills / Aptitude Preferred
1. Visio
2. Experience of performing remote support using PCDuo or similar.
3. Automatic Call Distribution (ACD) application, specifically Avaya
4. Blackberry support
5. Willingness to work unsociable hours (majority of team will work
flexible shifts covering US & UK timezones)
6. Willingness to re-locate to Singapore
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