IT Support Executive

2 weeks ago

Singapore Micro Focus Full time

IT Service Operations

The IT Support Executive will be responsible for ensuring executives and team members receive “white glove” service onsite or remotely.

The main focus for the IT Support Executive is the customer. All meeting interactions must be treated as high priority. They must take complete ownership of all issues relating to the executive.

Key Responsibilities

Customer Facing:

- Act as single point of contact for all executive escalations
- Provide onsite and remote support for executives
- Deliver schedule Housekeeping / maintenance activities
- Offer support for Executive Assistance supporting executives
- Monitoring of all SLAs for both Incidents and Service Requests for Priority 1/2
- Responsible for training and delivering project assistance for executives
- Maintain VIP list

Incident Management:

- Overall ownership and accountability of Incident tickets throughout its lifecycle for executives & senior team members
- Re-route incidents as necessary to the correct resolving agent when requiring further assistance, or Level-3 support
- Manage all incidents within Micro Focus, using internal tools & processes, updating each assigned incident in accordance with the user SLAs and internal operational OLAs
- Escalate incidents according to documented standards when SLAs and OLAs are in breach, or user(s) request an escalation

Change Management:

- Be aware of pending Changes and the impact to either the environment and users in readiness to support escalations or end-user issues
- Execute Changes to the environment, following the instructions given and Standard Operating Procedures where the Service Desk are required to do so

Qualifications & Experience

Qualifications / Experience:

- Proven experience in managing End User system support, projects and delivery
- Proven experience troubleshooting Infrastructure support End User services
- Manage Change Requests for End User facing systems
- Knowledge of troubleshooting Mobility devices - iOS & Android
- Knowledge of MS 365 Products & Administration
- Expert knowledge of Windows OS
- Knowledge of end-to-end ITIL framework
- ITIL Foundation Certificate - Advantage
- 2-5 years of experience in above mentioned activities
- Ability to engage and partner with internal staff as required across all infrastructure platforms
- Ability to work in a virtual team environment
- Ability to identify problems and work to resolution as required
- Ability to work in operational crisis situations
- Knowledge of virtualisation technologies and the specific challenges they bring
- Proven ability to operate in extremely high-pressure situations and successfully handling multiple priorities with a high level of discipline while remaining flexible
- Ability to work on own initiative, with a high degree of autonomy
- Self-motivated and self

**Job**:
Information Technology

**Micro Focus is proud to be an Equal Opportunity Employer. Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status

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