Job Description

Key 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.

KeyQualifications,Knowledge,Skillsand Experience

• ABachelor's/CollegeDegreein IT related field.

• Minimum5years’ofrelevantexperienceina technical

  support environment.

• Excellentcommunicationskillsonthetelephoneandvia email

• StrongCustomerserviceexperienceand/or focus.

• Excellentproblemanalysisandresolution skills.

• GoodworkingknowledgeofActiveDirectory,Exchange and Office 365

• Shouldbeabletotroubleshootgeneralapplication(Office suite, Operating systems, VPN, IE)

• ExperiencewithERPsystemssuchasEpicororSAPwould be desirable.

• Abilitytoworkwith unsupervised.

• Previousexperienceworkinginanin-houseIT service.

• StrongunderstandingofSLAs KPIs.

• Goal-oriented,self-motivatedandateam 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!