IT Support Analyst will provide effective, efficient, and timely technical support for all information technology systems. This position will deliver technical knowledge and expertise for tracking and resolution of technical problems.
ESSENTIAL FUNCTIONS
- ERP/SAP Permissions, Account Adds and deletes
- Interprets problems and provides technical support for IT systems, client hardware and client software globally. This position focuses on resolving the more difficult problems submitted through company's problem management system.
- Interprets problems and provides technical support by diagnosing problem source through discussions with users. Coordinates with support and operations groups and/or with vendors to resolve problems. for IT systems, client hardware, and software.
- Support yearly alignment grid objectives and metrics for the Global IT EIS organization.
- Coordinates tasks for members on global ITCS projects.
- Follows and assists with maintaining established asset management procedures to support standard hardware lifecycle refresh and desktop software copyright compliance.
- Assists with defining customer support processes and procedures defining general operations, problem management and problem
- Participates in IT Support standardization and continuous process improvement efforts through daily activities, and standard work.
- Provides intermediate support for local, networked, and multi-function printing devices including the creation and administration of print server queues.
- Provides account management support such as account creation (if granted perms), termination, and other management activities.
- Installs, maintains, administers and troubleshoots client security software and settings.
- Ensures client hardware, software, and data are disposed of securely while achieving compliance and environmental goals.
- Configures, installs, and maintains client hardware and software, little to no supervision.
- Contributes to IT customer self-help knowledge base, department knowledge base, and IT documentation.
- Reviews service requests and gathers additional information and documents it in the request/email before assignment to support staff or escalation.
- Diagnosing problem source through discussions with users. Coordinate with support and operations groups and/or with vendors to resolve problems. Ensures customer satisfaction through problem resolution and follow-up.
- Participates in designing automated solutions for technical problems and manual processes (example of working in AD Manager and SCCM developing simple packages with guidance)
- Participates as a team member in global problem solving and decision-making. Leads and facilitates IT Team meetings Coordinates tasks for members on global ITCS projects.
- Provides support for mobile devices including setup, deployment, and basic MDM (mobile device management) knowledge and administration.
OTHER FUNCTIONS
- Communicates and participates as needed at both a local and enterprise level.
- Provides telecom support and administration.
- Provides basic levels of SharePoint support.
- Understands project management skills/techniques used to manage operational projects through to completion.
- Participates in the continuous improvement of the ITCS procedures, standard work and IT request management system.
- Assists with interviewing and providing direction to subcontractors, interns, and consultants.
- Provides direction and participates in the continuous improvement of the ITCS procedures and standard work.
- Takes control of career development path by establishing personal goals and objectives.
- Leads and facilitates IT Team meetings.
- Participates in on-call support rotation.
- Understand, explain and adhere to policies, procedures and standard work practices.
- Provides audio and video support for collaboration tools and conference rooms.
- Assists with analyzing and testing new technology for potential enterprise adoption.
- Assists with interviewing and providing direction to subcontractors, interns, and consultants.
KNOWLEDGE/SKILLS
- Bachelor's degree in IT/Business Mgt/Arts/Sciences
- Strong customer focus and customer service orientation. Ability to defuse tense interactions with customers.
- Advanced knowledge of client operating systems and contemporary office productivity applications.
- Advanced diagnostic and advanced problem-solving skills.
- Knowledge of Project Management and Lean methodologies and tools.
- Ability to work efficiently and effectively with little to no supervision; self-directed.
- Provides support for mobile devices including setup, deployment, and basic MDM (mobile device management) knowledge and administration.
- Provides intermediate support for local, networked, and multi-function printing devices including the creation and administration of print server queues.
KNOWLEDGE/SKILLS/ABILITIES
- Strong customer focus and customer service orientation. Ability to defuse tense interactions with customers
- Advanced knowledge of client operating systems and contemporary office productivity applications
- Advanced knowledge of client hardware, software, and administration
- Advanced Active Directory and account administration. Attribute editing, user information, permission granting, etc.
- Advanced diagnostic and advanced problem-solving skills
- Advanced verbal and written communication skills, write internal facing solutions for ITCS team. Ability to communicate and interact well with others; successful at working across various cultures within the organization.
- Manages and works on more than one task at a time; excellent time management
- Knowledge of Project Management and Lean methodologies and tools
- Ability to work efficiently and effectively with little to no supervision; self-directed.
- Knowledge of ITIL framework and best practices
- Provides support for mobile devices including setup, deployment, and basic MDM (mobile device management) knowledge and
- Provides intermediate support for local, networked, and multi-function printing devices including the creation and administration of print server queues.
- Coordinates tasks for members on global ITCS projects.
Interested applicants are invited to email their applications with a comprehensive resume with current and expected salary. Email to click "Apply". Thank you.
We are a 5 days working-week company and locate at Joo Koon Crescent (nearest MRT is Joo Koon).
Company’s transport will be available at 2 other points near Jurong East MRT & Boon Lay MRT.
(Only short-listed candidates will be noticed)
