About CGS International
CGS International Securities Pte. Ltd. (CGS International) is an award-winning and market leading integrated financial services provider, ranked among the top securities houses in Asia.
CGS International taps on our wealth of global and ASEAN insights to offer equities trading, leveraged products, wealth management, investment banking, equities research, Shariah-compliant financing, fixed income, currency and commodities, structured products and prime brokerage services in over 15 countries and regions.
Along with its parent organisation China Galaxy Securities, a leading securities house in China, CGS International is trusted by more than 15 million customers globally.
Job Responsibilities
Helpdesk, Technology
• Introduction to the company and IT department.
• Basic training on company policies, procedures, and IT infrastructure.
• Overview of common helpdesk software (e.g., ticketing systems like JIRA, Servicedesk Plus)
• Shadowing experienced helpdesk staff.
• Introduction to common IT issues (e.g., password resets, software installation, network connectivity issues).
• Learning how to document and resolve basic IT support tickets.
• Training on effective communication techniques with end-users.
• Role-playing scenarios to practice phone and email support.
• Introduction to customer service best practices.
• Training on setting up and supporting IT for events (e.g., conferences, webinars).
• Learning about audio-visual equipment and setup
• Practicing troubleshooting during live events and meetings.
• Handling more complex IT issues (e.g., printer problems, software configuration).
• Introduction to remote desktop tools and techniques.
• Basic network troubleshooting (e.g., IP configuration, connectivity tests).
• Training on hardware components (e.g., desktops, laptops, peripherals).
• Installation and configuration of operating systems and software applications.
• Basic hardware troubleshooting and repair.
• Handling advanced IT issues (e.g., network configuration, server issues).
• Introduction to virtualization and cloud computing basics.
• Advanced software troubleshooting and support.
• Introduction to specialized support areas (e.g., mobile device management, VoIP systems).
• Training on specific enterprise applications used by the company.
• Supporting specialized software and hardware.
• Regularly monitoring and managing helpdesk ticket queues.
• Identifying recurring issues and suggesting improvements to reduce them.
• Creating and updating knowledge base articles for common issues.
• Conducting follow-ups with users to ensure resolution and satisfaction.
Job Requirements
- Min Diploma in IT
- Knowledge and familiarity in supporting MS Operating Systems & MS Office, Hardware Support
- Familiar with O365 products suite such as Outlook Online, Teams
- Working with Virtual desktop deployment such as Amazon Workspace
- Good communication and must have interpersonal skills to manage end-user expectations
- Familiar with ITSM process
- Familiar with Manage Engine
