Desktop Support Specialist

- Fluent in both written and verbal Mandarin and English.

- Must be a Singaporean or Singapore Permanent Resident.

Your responsibilities will include but not limited to;

· Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.

· Effective management of your personal ticket queue.

· Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.

· Basic Mobility Support

· Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).

· Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.

· Knowledge Base Usage, Reference and Collective Improvement.

· Timely support of End User Issues or Requests.

· Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).

· Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).

· Understanding of various metrics reflecting the group’s performance.

· Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.

· Narrowing down issue and redirecting issues to SME as and when necessary.

· Report customer feedback and potential improvements.