Global Service Desk Support Analyst

5 days ago

Singapore NITYO INFOTECH SERVICES PTE. LTD. Full time

**English skills**
- Excellent spoken English
- Excellent written English

**Mandarin skills**
- Excellent spoken Mandarin
- Good written Mandarin

**Keyboard typing**
- A typing speed that exceeds 200 characters per minute.

**Technical skills**
- Provided support using phone and remote control.
- Extensive hands-on experience with the latest Microsoft products.
- This includes Windows 11, Office 2016 / O365, Microsoft Teams and OneDrive.
- Hands-on experience with computer hardware.
- Ability to read, understand and follow technical documentation, routines and processes.

**Personal Skills**
- Good analytical, investigational and troubleshooting skills.
- Have the skills to manage stakeholders.
- Multitasking, having the ability to perform several tasks at the same time.

**Commitment and drive**
- Business-focused.
- Self-motivated and drive issues independently.
- Taking responsibility to keep updated and informed about GSD information.
- Results-oriented & concluding work ethic to always deliver on-time, on-scope and on-budget

**Personality**
- Service minded and flexible.
- Passionate to learn new things.
- Team player with natural talent in working with people.
- Can work under pressure and manage stressful situations confidently & effectively.
- Good awareness and appreciation of social and cultural differences
- Structured and organized. Ability to handle work tasks in a structured way, finalizing the tasks at hand to enable good control.
- Reliable and analytical person who always takes accountability/responsibility.

VALUE ADDING EXPERIENCES & SKILLS:
**Skills**
- ITIL v3.0 Foundation

**Experience**
- Provided support using webchat and remote control.
- Worked in a global, multicultural environment. **Activity**
- Provide IT support for user IT environment remotely via phone/webchat and/or using remote assistance tools.
- Identify incidents that might be potential problems according to problem management process.
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- Collaborate with global and local support teams.
- Train and inform users promoting them to be self-sufficient.
- Update documentation / shared information on the service desk web portal.

**Responsibilities**
- Comply to and promote Clients recommended processes and standards.
- Solve tickets according to ticket handling documents.
- Strive to solve tickets according to SLA and KPI’s.

Act as a team player.

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