IT Specialist
Hawksford Singapore Toa Payoh Full-time
Principal Accountabilities: -
- Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely and appropriate manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis.
- Provide 1st and 2nd line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keep the Assistant Manager (Global Operations) appraised at all times of any critical issue or user concern/complaint.
- Review at least daily the progress of calls and requests you have logged, raising any concerns regarding a failure to meet agreed service level provision with the Assistant Manager (Global Operations).
- Perform troubleshooting and fixing of desktops, laptops, printers, scanners, and other computer peripherals.
- Ensure all System changes are authorised and is undertaken in accordance with the prevailing Change Control Policy.
- Raise any risks identified with the Assistant Manager (Global Operations).
- Support the monitoring and response to system alerts.
- Provide continual improvement recommendations such as root cause analysis to identify a trend and resolve the issue for all customers.
- Assist with facility maintenance of the Singapore office premises when required
- Possess high level of verbal and written communications including demonstrated experience developing technical documentation and manuals.
- Occasionally work non-business hours providing system and application support.
- Cover for other Operations Centre colleagues in their absence.
- Maintain the equipment asset register and support the auditing and tracking of Operations assets.
- Build good working relationships with all business users and share knowledge with other members of the Operations Centre team.
- Appreciate the needs of business users and help your team manager align applications and infrastructure services to meet these in the most appropriate and cost-effective way.
- Ensure support requirements, issues and actions are communicated in a flexible and adaptable manner depending on situation/individual concerned.
- Undertake any other task as requested by the Assistant Manager (Global Operations) or Associate Director as required.
- Such other duties as the management may at times reasonably require. This job description is a guide to the principal, current duties of the job. It does not form part of the contract of employment.
- Bachelor’s degree / Diploma in IT or equivalent.
- 2 - 3-year experience in IT field/sector
- Microsoft Certification would be an advantage.
- Proven ability in meetings KPIs and targets.
- Experience using ticketing tool and adhering to SLAs.
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