Onsite IT Support

2 weeks ago

Singapore NOURYON SURFACE CHEMISTRY PTE. LTD. Full time

We are hiring a User Support Officer to oversee and coordinate all IM Services related help desk and onsite support services at the locations and flag local demand.

**Responsibilities**:
**Help Desk and Site support**
- Delivery Owner: Driving, supporting and monitoring the provision of help desk and onsite support services by and performance of IM Services staff and suppliers at the locations. This includes the direct management of staff from external suppliers and in some cases internal staff.
- Ensuring the provisioning of general IT infrastructure expertise and Device Life Cycle management
- Coordinating in case of activities involving multiple parties including a structured coordination with other PSO’s and regions to ensure seamless help desk and onsite support to the end-users
- Handling escalations at locations
- Logging IMS changes in ServiceNow

Proactively improving efficient use of IT tools and systems by local users to increase end-user productivity and get the best end-user experience.
- Train and guide users to properly use IT tools and (ERP) systems in the most efficient and effective way to increase productivity.
- Connect end-users to key users and IM processes with regards to Application Management and Support Services.
- Ensure the development and maintenance of a knowledge management network regarding IM.
- Implement adoption campaigns locally

Proactively monitors local customer satisfaction and engages on the improvements
- Influence the IT experience of the user and minimize the need to contact the IM Services helpdesk.
- Contribute to the optimization of the IM processes and services, representing the local level within the global model.
- Ensures end-user satisfaction surveys are managed and actions are followed-up properly.
- Proactively ensures the standard IM processes in the IM Operating Model, e.g. support, issue resolution and escalation are followed

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