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L1 IT Support

1 month ago

Singapur, Singapore Amaris Consulting Full time
Job description

Direct Responsibilities:

  • Manage and process all requests and incidents submitted online or by telephone or on our IT Service Desk portal on a flexible schedule:
  • Answer all user requests, log them in a ITSM software, and analyze, document and resolve problems to users' complete satisfaction;
  • Escalate open tickets to Level 2;
  • Keep in close contact with users for the entire time their ticket is open;
  • Ensure that user requests are handled in accordance with established service criteria.
  • Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria:
  • Install computer hardware and software;
  • Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing;
  • Ensure that workstations and peripherals are operational and optimally used;
  • Meet with users if a situation cannot be corrected remotely;
  • Help maintain the Company's IT inventory;
  • Prepare workstations for new employees and install the necessary devices;
  • Retrieve equipment from departing employees to visually document each item and update the inventory;
  • Travel to various offices near the Company’s headquarters to provide support;
  • Quickly diagnose and respond to our users' questions/incidents that come to our IT boutique.
  • Document and analyze procedures, problems and their solutions with a continuous improvement focus;
  • Participate in various projects;
  • Provide advice to users;
  • Fill in for absent team members as required.

Profile Requirement:

  • Diploma in computer science or equivalent;
  • 3+yoe at an IT service desk;
  • In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs and videoconferencing systems; familiarity with ServiceNow and Citrix software, an asset;
  • Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
  • Excellent troubleshooting and incident resolution
  • Strong communication skills; fluency in spoken and written English. Spoken / Written French is a great asset.
  • Good interpersonal skills, team player and contributor to a positive team dynamic;
  • Ability to work under pressure. Sense of urgency and client focus;
  • Versatility, ability to adapt to new technology and change;
  • Strong organization, prioritization and multitasking skills. Results-oriented;
  • Motivated, creative, flexible, responsible and proactive;
  • Availability to work outside regular hours.

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