IT Help Desk Specialist

Job Description

  • Provide 1st and 2nd level support on hardware which mainly includes but not limited to desktop, laptop, smart-phones and video-conferencing devices and softwares
  • Provide remote support mainly to Asia-based users
  • Ensure all IT issues and requests are logged, responded to, escalated when necessary and resolved in a timely manner (as per SLA).
  • Incidents and requests are logged, tracked and reported effectively using That’s IT Systems
  • Be the queue manager on duty to actively monitor all incoming users’ issues and requests and triage the incident to the correct IT team if escalation is required
  • Streamline and document IT processes on system use and services.
  • With guidance from the supervisor, contribute to the identification and implementation of infrastructure improvements to the service that are aligned with global IT strategic goals and business objectives.
  • Participate in projects to enhance or upgrade the infrastructure, and introduce new innovation.
  • Exercise flexibility, and at times work out-of-office working hours to carry out essential work.
  • In a proactive manner, ensure that correct resolutions are implemented and involve appropriate internal IT teams and vendors in resolving incidents where appropriate.
  • Escalate any complaints or potential issues, where appropriate
  • Demonstrate a service-oriented approach, understand customer’s needs and be able to achieve and maintain high customer satisfaction ratings.
  • Possess good understanding of internal standards, policies and processes and follow the IT help desk service management processes.
  • Build effective relationships with other Service Delivery colleagues providing 3rd level support located in Singapore to ensure the provision of an effective incident resolution service.

Job Requirements

  • Bachelor degree in IT background 
  • More than 3 years desktop support working experience.
  • Certifications and/or hands-on experience on Microsoft windows/desktop software and LAN systems.
  • Able to communicate effectively in English.
  • Excellent communication and interpersonal skills; Be proactive and have good work attitude.
  • Knowledge of IT systems in outlook, troubleshooting, microsoft office, written communication skills, hardware, active directory, ERP, technical requirements, administration, windows server, SAP, windows, ITIL, customer service, incident management.

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