Helpdesk Analyst

Responsibilities

• (Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
• Assist in coaching and mentoring Associate Helpdesk Analysts to achieve team and individual performance standards and metrics.
• Respond to telephone calls, personal requests and emails requesting help relating to access to SJ Group.
• Respond to telephone calls, personal requests and email requesting help with the use of SJ Group 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 SJ Group 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 SJ Group.
• Ensure Service Level Agreement and Standard Operating Procedures are met.
• Key Qualifications, Knowledge, Skills and Experience
• A Bachelor's/College Degree in IT related field.
• Minimum 5 years' of relevant experience in a technical
• support environment.
• Excellent communication skills on the telephone and via email\
• Strong Customer service experience and/or focus.
• Excellent problem analysis and resolution skills.
• Good working knowledge of Active Directory, Exchange and Office 365
• Should be able to troubleshoot general application (Office suite, Operating systems, VPN, IE)
• Experience with ERP systems such as Epicor or SAP would be desirable.
• Ability to work with unsupervised.
• Previous experience working in an in-house IT service.
• Strong understanding of SLAs / KPIs.
• Goal-oriented, self-motivated and a team player
• Willing to work on a 24x7shifting schedules including weekends and holidays
• 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!

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