Key Responsibilities
(Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
- Assist in coaching and mentoring Associate Helpdesk Analysts to achieve team and individual performance standards and metrics.
- Respond to telephone calls, personal requests and emails requesting help relating to access to SJ Group.
- Respond to telephone calls, personal requests and email requesting help with the use of SJ Group Enterprise and the Portal.
- Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.
- Maintain relevant information in the SJ Group Ticketing application.
- Prepare guides and documentation in relation to the identification and resolution of application support issues.
- Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJ Group.
- Ensure Service Level Agreement and Standard Operating Procedures are met.
Key Qualifications, Knowledge, Skills And Experience
- A Bachelor's/College Degree in IT related field.
- Minimum 5 years of relevant experience in a technical
support environment.
- Excellent communication skills on the telephone and via email
- Strong Customer service experience and/or focus.
- Excellent problem analysis and resolution skills.
- Good working knowledge of Active Directory, Exchange and Office 365
- Should be able to troubleshoot general application (Office suite, Operating systems, VPN, IE)
- Experience with ERP systems such as Epicor or SAP would be desirable.
- Ability to work with unsupervised.
- Previous experience working in an in-house IT service.
- Strong understanding of SLAs / KPIs.
- Goal-oriented, self-motivated and a team player
- Willing to work on a 24x7shifting schedules including weekends and holidays
At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!
