Senior Helpdesk Support Officer

1 day ago

Singapore CGS-CIMB SECURITIES (SINGAPORE) PTE. LTD. Full time

**About the role**

CGS-CIMB Securities International Pte. Ltd is one of the leading integrated financial service providers in Asia. With a global presence in over 20 countries, and backed with an award-winning research team, the Company is well-positioned as Asia’s leading financial gateway, providing well researched and in-depth analysis of financial products. You will be part of a dynamic IT Helpdesk Team in our corporate to provide and support challenging multi-platform systems to ensure the services availability for our fast-growing businesses in the Asia region.

**Responsibilities**:
The incumbent will be responsible for:

- Manage Helpdesk team and ensure team’s services meet the agreed upon SLA
- Providing timely and quality resolution for helpdesk related incidents
- Completion of helpdesk tasks within the agreed timeframe and with quality
- Timely escalation of incidents to other teams for quick resolution of the reported problems
- Provide L1 line support and training for the Helpdesk teams and other IT Services staff
- Updating and maintaining the Software and Hardware Inventory
- To liaise with 3rd parties helpdesk’s and vendors for getting the required support
- Laptop/PC preparation before deployment
- Deployment/Relocation of PC/Monitors & trading terminals as and when requested
- Laptop endpoint security
- Amazon Workspace Image Preparation & Cloning
- Amazon Workspace Deployment
- Manage 0365 1st level support
- ITSM Improvements
- Patch Management
- Audio & Visual Meeting Rooms Support
- Handle and support senior management users
- Mobile Support
- Manage of projects assigned by Helpdesk Lead
- Create documentation for operators and self-service users Improve user experience using solutions and automation as identified through user feedback, research and testing - Advise and contribute to the planning and maintenance IT hardware as well as inventory maintenance

**Job Requirements**

To thrive and be successful in this role, you must have / be:

- Diploma in IT or equivalent with minimum of 5 years working experience.
- At least 2 years of leading in a team
- Hands on Desktop Support Experience, and familiar in supporting MS Operating Systems & MS Office
- Proficient in Hardware Support
- Familiar O365 products suit such as Outlook Online, Teams and OneDrive administration and support is

preferred
- Working Virtual desktop deployment such as Amazon Workspace
- Good communication and must have interpersonal skills to manage end-user expectations
- Proactive and strong team player to work in a fast paced environment
- Familiar with ITSM process
- Composed and calm personality

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