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EA Licence: 11C3793

Service Desk Analyst

Key Responsibilities

  • Provide 1st line (telephone support) and occasional 2nd line (Deskside support) for incident resolution. Record all requests for assistance in the Service Now call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
  • Ensure all calls are responded to within a timely manner and within the agreed OLAs.
  • Facilitate communications between the local / regional IT Officers, the regional Training team and the Global support teams.
  • Pass calls to 2nd and 3rd line support teams (e.g. Networks, Email, Web, Server) if cannot be resolved first line.
  • Ensure that customers are kept informed of events relating to their call.
  • Monitor calls when passed to 3rd line teams.
  • Provide guidance, training and mentoring to other team members as required.
  • Build and maintain good customer relationships.
  • Develop a detailed understanding of the business and departments that are supported.
  • Complete tasks and other assigned work to agreed deadlines

Key Skills & Experience Required

  • Relevant experience in the provision of support for the Microsoft suite of applications. Sound experience in the support of PC's and peripherals is a requirement.
  • Proven experience on the provision of high quality customer service.
  • Excellent telephone manner, with previous experience on working on Service Desks.
  • Proven experience as a Desk side engineer or similar.
  • Proven ability to resolve a high number of incidents and work well under pressure.
  • Demonstrate excellent communication skills, both written and spoken.
  • Flexible, customer focused approach to service delivery.
  • An enthusiasm for learning about current and new technologies.
  • To meet specific, agreed metrics and maintain these achievements.
  • Must be willing to contribute to working as part of a virtual team and take the time and effort to share skills and experience with others.
  • Proven ability to work on own initiative.
  • Language skills desirable.


Technical Skills Required

  • Expertise in the use of Call managing systems.
  • Active Directory & Remote Exchange Console.
  • Knowledge of Windows 10, Office 2016 & Citrix - Highly desirable.
  • Basic knowledge about ITIL concepts.


Other Requirements

  • Strong written & spoken English and local language (where appropriate).
  • Willing to work on 2 shifts and on weekends, as and when required. Flexible approach towards working hours is required.
  • Some travel may be expected.

To apply, please visit www.gmprecruit.com and search for Job Reference: 14301

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

   

Sounds like a good fit?

If you are interested in or qualify for this position, please visit our website at www.gmprecruit.com to submit your application now. You may also click on the Quick Apply (pencil) icon at the bottom of this page.

Because we strongly believe in fair employment, we practice objective merit-based consideration for all qualified applicants. If you are shortlisted for the position, you will hear from our friendly consultants personally.


We wish you great success in your job search!