Technical Support Specialist

3 days ago

Singapore Experis Full time

Position Title: Technical Support Specialist Location: CBD JOB PURPOSE: - The role is primarily focussed on ensuring staff in Singapore's head office have access to a modern and reliable IT platform. The Technical Support Specialist is part of the Technology Services team and is a focal point for staff on all IT related matters. The Technical Support Specialist acts as a conduit between staff and the various internal and external IT support providers, creating a seamless IT experience for all staff. - The Technical Support Specialist will provide a high level of technical IT desktop support to staff in their allocated "zone", typically a floor within Singapore's head office. The Technical Support Specialist will be seated within the Singapore's Head Office and will be approachable and easily accessible by staff. - From time to time, some remote desktop support may be required for staff outside of head office. KEY ACCOUNTABILITIES - A Subject Matter Expert for all matters related to desktop IT computing (hardware, software, services) - Managing workload through IT Service Management toolset (creating, updating, and closing of incident tickets and service requests) - Ensuring all issues and escalations from staff are addressed in a timely fashion through effective follow up and tracking adhering to agreed SLAs - Maintenance of IT system documentation as required - Identifying areas for system or process improvement - Escalation of issues as appropriate to Business Technology management team - Assist Technology Services and their partners with onsite support (new implementations/relocations, upgrades, resolution of incidents, etc) Qualifications Required: - Degree/Diploma in any IT related discipline - ITIL certification desirable **Experience Required**: - An outcome and delivery focussed IT professional with at least 3 years' experience working in a desktop, or technical support role. - Experience working within a large and/or global corporate environment - Experience providing a high level of service and support, including to senior executives - Experience working in a highly outsourced environment. - Good problem-solving skills, and an outcome focussed approach. Key Competencies/Behaviours Required: - Good technical desktop support skills - Ability to build and maintain a proactive, client-centric orientation with key stakeholders - Excellent presentation and interpersonal skills (verbal and written communication, etc) - Ability to work under pressure and drive solutions within tight timelines - Self-management & integrity. Works well individually as well as in a team - Time management skills, ability to meet deadlines and multi-task - Comfortable working within a matrixed organisation - Flexible with work hours to ensure full business day support coverage Sharma Kristine Joy Padua License No.: 02C3423 Personnel Registration No.: R2090931

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