Application Support Engineer - Bukit Merah

Functional Helpdesk Analyst

• Ensure that all requests are properly logged and categorised, tracked, followed up end-to-end, resolved, and closed.
• Build and maintain a knowledge base (with solutions) that consists of the relevant documents such as updated FAQs, case studies, processes and procedures
• Attend to Authority/users’ calls and emails, analyse and resolve the requests over the phone or email where applicable. The Supplier shall use the FAQs to identify the cause of the problems and provide speedy responses
• The Authority may from time to time request the Supplier to locate specific type of request logged by specific users, or to extract information to support audit queries.
• Dissemination of information related to the systems e.g. system downtime, user communications, software-provisioning instructions and system enhancement
• Provide a Helpdesk Queries Analysis Report that categorises and trends the queries. The report shall propose improvements to reduce recurrence of significant queries or occurrence of similar queries
• Maintain, review and improve the helpdesk management procedures when requested by the Authority

At least a Diploma/Degree in Computer Science, Information System, Science, Engineering or Equivalent.

1. Strong writing and verbal communication skills.
2. Good team player, responsible and conscientious.
3. Resourceful, independent, responsive and pro-active.
4. Strong analytical and problem-solving skills, with keen interest in investigating functional issues and proposing solutions.

1. At least 2 years of working experience in information technology or application support
2. Experience in SAP HCM ERP is preferred.
3. Prior experience in a functional helpdesk or application support environment (not hardware/software support) will be an advantage

How to Apply: Interested applicants, please click on the “Apply Now” to submit your updated resume.

Please note: Due to the anticipated high volume of applications, only shortlisted candidates will be contacted. All information provided will be treated with strict confidentiality and used solely for recruitment purposes.

Peoplebank Singapore Pte Ltd | EA Licence No: 08C5248