Technical Support Specialist - Perm Role

Location Singapore
Job reference BBBH116917_1658795917
Salary S$0.00 - S$6000.00 per month + Bonuses
Consultant name Sharma Kristine Joy Padua
Consultant email joy.sharma@experis.com.sg
Consultant contact no. 6232 8814
EA License No. 02C3423
Consultant Registration No. R2090931


Position Title: Technical Support Specialist

Location: CBD

JOB PURPOSE:


  • The role is primarily focussed on ensuring staff in Singapore's head office have access to a modern and reliable IT platform. The Technical Support Specialist is part of the Technology Services team and is a focal point for staff on all IT related matters. The Technical Support Specialist acts as a conduit between staff and the various internal and external IT support providers, creating a seamless IT experience for all staff.

  • The Technical Support Specialist will provide a high level of technical IT desktop support to staff in their allocated "zone", typically a floor within Singapore's head office. The Technical Support Specialist will be seated within the Singapore's Head Office and will be approachable and easily accessible by staff.
  • From time to time, some remote desktop support may be required for staff outside of head office.


KEY ACCOUNTABILITIES

  • A Subject Matter Expert for all matters related to desktop IT computing (hardware, software, services)
  • Troubleshooting various IT technical issues relating to (but not limited to) desktop hardware and software, mobility devices, printing, network connectivity, Office 365, OneDrive for Business and other common desktop applications
  • Managing workload through IT Service Management toolset (creating, updating, and closing of incident tickets and service requests)
  • Ensuring all issues and escalations from staff are addressed in a timely fashion through effective follow up and tracking adhering to agreed SLAs
  • Maintenance of IT system documentation as required
  • Identifying areas for system or process improvement
  • Escalation of issues as appropriate to Business Technology management team
  • Assist Technology Services and their partners with onsite support (new implementations/relocations, upgrades, resolution of incidents, etc)


Qualifications Required:

  • Degree/Diploma in any IT related discipline
  • ITIL certification desirable

Experience Required:

  • An outcome and delivery focussed IT professional with at least 3 years' experience working in a desktop, or technical support role.
  • Experience working within a large and/or global corporate environment
  • Experience providing a high level of service and support, including to senior executives
  • Experience working in a highly outsourced environment.
  • Good problem-solving skills, and an outcome focussed approach.


Key Competencies/Behaviours Required:

  • Good technical desktop support skills
  • Ability to build and maintain a proactive, client-centric orientation with key stakeholders
  • Excellent presentation and interpersonal skills (verbal and written communication, etc)
  • Ability to work under pressure and drive solutions within tight timelines
  • Self-management & integrity. Works well individually as well as in a team
  • Time management skills, ability to meet deadlines and multi-task
  • Comfortable working within a matrixed organisation
  • Flexible with work hours to ensure full business day support coverage

Sharma Kristine Joy Padua License No.: 02C3423 Personnel Registration No.: R2090931

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