IT User Support Analyst I

4 weeks ago

Singapur, Singapore Valvoline Global Full time

How You’ll Make an Impact

 

Under limited supervision, the IT User Support Analyst I is responsible for providing day-to-day technical support to both onsite and remote employees for a range of hardware and software related systems. Responds to and diagnoses problems of low to medium complexity through discussion with users, which includes troubleshooting, fault rectification and problem escalation. Provides effective and timely resolution of users’ problems, queries or complaints. Assists in hardware and software troubleshooting with other IT staff. Applies practical knowledge of job area and escalates for advanced level support where needed. Documents support processes and incident particulars.

 

  1. Under limited supervision, assists with IT support, projects, and documentation. Act as a tier 1 support subject matter expert within the IT Support team and work with other members of Global IT and 3rd party vendors as needed to drive resolution. Enters, routes, and resolves support tickets via ServiceNow.
  2. Coordinates end user hardware (e.g. PCs, Teams room, etc.) deployments for new user onboarding and replacements. Assists with software deployments/patches related to software and operating systems. 
  3. Coordinate interdepartmentally with Global IT teams (e.g. EUC, Network, Security, Infrastructure) to gather information, document, and escalate issues as needed to drive swift resolution.
  4. Assists as directed with storing and tracking IT assets. Coordinate asset return/retirement/refresh in a timely manner.
  5. Other duties and responsibilities as determined by Valvoline Global from time to time in its sole discretion.

 

 

This role interacts directly with Valvoline Global end users, internal IT, internal customers, third party service providers, and other external vendors. Primarily, this role will interact with end users and the Valvoline Global End User Computing (EUC) team internally as needed to maintain and work together to meet the needs and requirement of Valvoline Global. 

 

As an IT support resource, this role will often engage with VIPs and other internal customers. Being able to think quickly and having excellent people and communications skills are needed. Exceptional customer service and communication skills are a key requirement in this role.  

 

What You’ll Need

 

  1. Bachelors degree or equivalent in Information Technology, CIS or related field or equivalent experience 
  2. Minimum of two years of experience in providing end user IT support, preferably with a minimum of one year of that experience providing direct walkup or onsite support.  

  3. ITIL Foundations and Microsoft certifications related to PC support are desirable, but not required. 

  4. Native speaker proficiency in English and Mandarin Chinese 

  5. Exceptional customer service skills 

  6. Intermediate experience supporting end user technologies (Windows and Mac PCs, mobile devices) in an Intune managed environment 

  7. Basic experience supporting collaboration tools and systems (telecom, audio conferencing, Teams, Webex, Zoom) 

  8. Basic experience with ServiceNow incident management 

  9. Basic network troubleshooting experience 

  10. Ability to learn and adapt quickly to learning new technologies  

  11. Able to lift 30lbs 

  12. Position may have need for sitting long periods at on desk on a computer 

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