senior service desk support analyst in Singapore

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job details

posted
location
singapore
specialism
information technology
job type
permanent
salary
S$ 4,000 - S$ 4,500 per month
reference number
90M0350699_1530684239
contact
melissa low, randstad
apply now

job description

about the company

As a powerhouse in the pharmaceutical industry, our client is looking for a Senior Service Desk Support Analyst to join their team.



about the job

In this role, you will provide phone support and resolution of incidents and service requests submitted via Self Service. You will perform deskside support when needed. You will participate on project and change work.

You will be required to:


  • Identify process improvement opportunities on the Service Desk Support.
  • Answer phone calls to the call center and resolve incident and service request tickets submitted via self-service.
  • Work with users to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system.
  • Perform desktop and laptop system setup for on-boards and refreshes
  • Assist in setting up Video Conference & Telepresence calls, day-to-day checks on AC& VC systems

This is a permanent position.



skills and experience required

To succeed in this position, you will need:

  • Diploma or degree in IT or related discipline
  • Minimum 3 years of relevant experience in end user IT support
  • Solid knowledge of Windows OS, Apple OS, Active Directory, MS Office Suite, ticketing systems, call center, mobile devices and anti-virus/spyware.
  • Solid knowledge of desktop, laptop and thin client hardware.
  • Working experience with peripherals such as printers and desk phones.
  • Familiar with ITIL processes and framework. ITIL v3 or 2011 certification a plus.
  • Help Desk and/or Desktop Support technical certification a plus.


To apply online please use the 'apply' function, alternatively you may contact Melissa at melissa.low(at)randstad.com.sg



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skills

helpdesk, service desk, help desk, servicedesk, technical support, it support

qualification

To succeed in this position, you will need:
Diploma or degree in IT or related discipline
Minimum 3 years of relevant experience in end user IT support

responsibilities

Identify process improvement opportunities on the Service Desk Support.
Answer phone calls to the call center and resolve incident and service request tickets submitted via self-service.
Work with users to collect information pertaining to requests/incidents. Log call tickets accurately and completely using the ticketing system.
Perform desktop and laptop system setup for on-boards and refreshes
Assist in setting up Video Conference & Telepresence calls, day-to-day checks on AC& VC systems

educational requirements

Associate Degree/Diploma