IT Helpdesk Analyst

Job Scope - IT Helpdesk Agents
- Perform Level 1 troubleshooting with First Call Resolution using remote assistance tools (e.g. Bomgar).
- Provide automated phone system with call recording, request for callback, voice mail, automated answering
- Log and track with resolver groups on their respective tickets
- Manage End-to-End ticket life cycle, monitor relevant metrics (e.g., Service Level Agreement) and ensure proper ticket closure based on industry best practices - Information Technology Infrastructure Library (ITIL)
- Answer calls in an appropriate manner with proper ticket closure of received or abandoned calls
- Administer Password Resets and Account Unlock only when required, as self-service feature is available for users.
- Administer BitLocker recovery pin support
- Administer onboarding Cisco DUO 2FA registration Perform grant and removal of access to network shared drive
- Update and review basic troubleshooting questionnaires on Level 1 support with User ITSS (Quarterly)
- Update and review Level 1 troubleshooting knowledge base (and chatbot FAQ) based on cases/ incidents reported
- Helpdesk team members who provide support to user government systems will require security clearance where necessary
- Helpdesk Support Centre must be located in Singapore.
- Provide the use of Ticketing system for user.
- Analyse case tickets (breakdown by severity, entity, ticket category, aging tickets etc.) and propose, prioritise, and implement appropriate service improvement plans and operation action plans at least on a half-yearly and monthly basis respectively
- Analyse user tickets categorized by modules, as part of overall IT service desk reporting and analysis
- As part of the analysis, identify incident trends so that the top common issues can be mitigated
- e.g. i. Trend analysis of top 5 incidents report
- ii. Trend analysis of top 10 common services requests (base and nonstandard)
- Respond to “mystery shopping” checks that user ITSS may conduct from time to time, during monthly reviews and action planning
- Provide regular updates to user ITSS and Research Entities (through IT Partners) on incident statistics, trends, and status of action plans
- Solicit, collect, and act on feedback on user satisfaction, mínimally through conducting annual end user satisfaction surveys and collecting user feedback in day-to-day work through appropriate channels.

Minimum requirement
- Knowledge in IT skills
- EUCD (e.g. Windows Desktops/Laptops, Apple Mac),
- Applications (e.g. SAP, M365, Virtual Desktops)
- Handheld Computing Devices including but not limiting to iPads, Tablets, Smart Phones;
- Accessories for Computing Devices including but not limiting to Port Replicators, Docking Stations, Web Cams, DVD/Blu-ray Burners, Kensington locks, Card Readers, Power Adaptors, Input Devices such as Keyboards, Mouse, Digital Pens, Handheld Scanners
- External LCD Monitors
- Personal and Network Printers, Label Printers, Document Scanners
- Good knowledge in computer hardware & software
- Minimum a diploma in Information Technology or equivalent Preferred working experience in IT Helpdesk environment.
- Minimum 2 years of relevant working and technical IT experience
- Pleasant disposition and good social etiquette with good spoken and written English
- Good telephony and problem solving / troubleshooting skills
- Good customer service attitude
- Experienced with Microsoft Excel, Words and Powerpoint.
- Willing to learn, able to work well in a team and be a team player.

**Salary**: $2,500.00 - $3,500.00 per month

Schedule:

- Monday to Friday