HelpDesk Support Specialist - Contract

Responsibilities

• Ensure all requests are properly logged, categorised, tracked, followed up end-to-end, resolved, and closed.
• Build and maintain a knowledge base (with solutions) consisting of updated FAQs, case studies, processes, and procedures.
• Attend to Authority/users' calls and emails; analyse and resolve requests over the phone or email where applicable, using FAQs to identify the cause of problems and provide speedy responses.
• Locate specific types of requests logged by specific users, or extract information to support audit queries when requested by the Authority.
• Disseminate information related to systems, including system downtime notices, user communications, software-provisioning instructions, and system enhancements.
• Provide a Helpdesk Queries Analysis Report that categorises and trends queries, and proposes improvements to reduce recurrence of significant or similar queries.
• Maintain, review, and improve helpdesk management procedures when requested by the Authority.
• REQUIRED COMPETENCIES
• Good knowledge of information technology, especially in the areas of SAP HCM ERP.
• Strong writing and verbal communication skills.
• Good team player, responsible, and conscientious.
• Resourceful, independent, responsive, and pro-active.
• Strong interest in investigating and identifying the root causes of issues, with the ability to propose solutions to rectify them.
• REQUIRED WORKING EXPERIENCE
• At least 2 years of working experience in information technology.
• Experience in SAP HCM ERP is preferred.
• EDUCATION QUALIFICATION
• At least a Diploma or Degree in one of the following disciplines:
• Computer Science
• Information Systems
• Science or Engineering
• Or an equivalent qualification

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