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Helpdesk

2 weeks ago

Singapore Charles Schwab Full time

**Responsibilities**
- Provide first-line technical support to staff across all departments, ensuring prompt and efficient resolution of hardware, software, and network-related issues
- Monitor and manage the helpdesk ticketing system, prioritizing and escalating issues when necessary, and ensuring timely resolution
- Troubleshoot and resolve a wide range of technical issues, including computer hardware, software, networking, remote access, and telephony
- Collaborate with other technology team members and external vendors to address more complex issues and implement solutions
- Build a strong and efficient relationship with the main Managed Services Provider
- Participate in the onboarding and offboarding process, setting up and decommissioning user accounts and equipment as needed
- Assist with the documentation and maintenance of IT policies, procedures, and knowledge base articles
- Contribute to the continuous improvement of helpdesk processes and procedures
- Provide after-hours and on-call support as needed such that the firm has a 24/7 worldwide coverage

**Requirements**:

- A minimum of 10 years' experience in helpdesk or IT support roles
- At least 5 years of experience working in the asset management, hedge fund or investment banking industry
- Familiarity with networking concepts and troubleshooting (TCP/IP, VPN, DNS, DHCP)
- Experience supporting remote access solutions, such as Citrix and VPN
- Excellent problem-solving and troubleshooting skills, with the ability to diagnose and resolve complex technical issues
- Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users
- A customer-focused mindset and a dedication to providing exceptional support to our employees