Responsibilities:
- Act as a point of contact for phone calls and emails from staff regarding IT issues and queries
- Receive, log and manage calls from internal staff via telephone and email
- Maintain an asset database and track changes
- Provide 1st level support and troubleshooting of IT related problems from in-house software to hardware, such as laptops, PCs and printers
- Troubleshoot basic network issues such as lack of connectivity
- Escalate unresolved calls to the 2nd and 3rd level infrastructure / app support team
- Log all calls into the Help Desk Call Logging system (SCSM)
- Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Maintain a high degree of customer service for all support queries
- Provide stats for the weekly Help Desk report on call trends
- Collate support documentation to assist staff with request for information and provide staff training if required
- Arrange for external technical support where problems cannot be resolved in house
- Ad-hoc duties as assigned by supervisor
Requirements:
- Minimal 3 – 5 years of Helpdesk experience, with experience in Banking/ financial institution
- Knowledge and experience in Basic Active Directory such as Unlock user accounts, reset passwords, etc
- Knowledge and experience in mobile technologies (BlackBerry Work, remote access), Office 365 and Windows 10 is an advantage
- Ability to multi-task and work effectively as a team member
- Ability to work independently in a fast-paced environment
- Proficiency in Microsoft Office (MS Outlook, etc)
To apply, please visit www.gmprecruit.com and search for Job Reference: 17696
To learn more about this opportunity, please contact Yi Fang at yifang.law@gmprecruit.com
We regret that only shortlisted candidates will be notified.
GMP Technologies (S) Pte Ltd | EA Licence: 11C3793 | EA Personnel: Law Yi Fang | Registration No: R1113115