Helpdesk Analyst

Responsibilities

• (Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
• Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.
• Respond to telephone calls, personal requests and emails requesting help relating to access to SJgroup .
• Respond to telephone calls, personal requests and email requesting help with the use of SJGroup Enterprise and the Portal .
• Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.
• Maintain relevant information in the SJGroup Ticketing application.
• Prepare guides and documentation in relation to the identification and resolution of application support issues.
• Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJGroup .
• Ensure Service Level Agreement and Standard Operating Procedures are met.
• At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!

Additional Information

Primary Purpose of Position Acting as the team's Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead. Provide quality front line application support to the SJgroup business for extended operatinghours . Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business

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