Job Responsibilities

• Assess VIP or general user requirement and escalate VIP issues for quick resolution
• Work with service delivery to remediate and escalate internally any VIP tickets/incidents
• Prioritize VIP tickets/incidents over general user incidents/tickets
• Address user concerns regarding hardware, software and networking basis the documentation and other material provided by Client for their existing systems and applications
• Guide users with simple, step-by-step instructions
• Perform handovers and collection of devices and perform onboarding and de boarding activities at the time of handover basis the checklist provided by Client
• Conduct remote and VIP troubleshooting
• Diagnose technical issues and solutions in logs
• Follow up with clients to ensure their systems are functional
• Help create and update technical documentation and manuals
• provide Client with customer/ client experience in accordance with the service levels as agreed in this SOW
• Perform administrative support duties as required to meet specific operational objectives
• Provide assistance and support to colleagues in IT-related matters
• Set up and configure new laptops and desktops and ensure other account provisioning activities prior to end user device handover
• Coordinate with vendor and ensure repairs are processed
• Own incidents involving DaaS devices & maintain end to end tracking
• Create and maintain concise documentation to lower the possibility of a repeat problem and Educate user so they can troubleshoot issue by itself and maintain within time frame
• Call logging, allocation, status updating in the IT helpdesk software and follow existing customers ITSM
• Ensure customer satisfaction by responding to open tickets within the SLA
• Possess reasonable knowledge on troubleshooting of Windows related issues
• Attending the day-to-day calls and ensure closure in reasonable timeframes.
• Creation and Management of User profiles

Requirements

• Possess at least Diploma in IT or equivalent
• Minimum 2 years of end user experience is required
• Good communications skills
• Candidate who requires short notice period is preferred

Please note that this is a 1 year renewable contract.

We regret that only shortlisted candidates will be notified.

Berlyn Lum Miao Yu

Registration Number: R1766577

EA License Number: 02C4944

People Profilers Pte Ltd, 20 Cecil St, #08-09, PLUS Building, Singapore 049705

http://www.peopleprofilers.com

People Profilers Pte Ltd (People Profilers) has entered into a Partnership Recruitment Collaboration with Employment and Employability Institute Pte Ltd (e2i), to extend the support of hiring beyond e2is resources to broaden the reach of jobseekers.

This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to People Profilerss PDPA and e2is PDPA (https://www.e2i.com.sg/pdpa/).