• Perform second level troubleshooting and diagnose a broad range of IT related issues.
• Track and handle user’s calls / tickets as well as onsite/offsite users’ requests.
• Investigate and perform triage process to identify and resolve the issue.
• Prepare, document and contribute knowledge-based articles and training.
• Perform advanced troubleshooting for complex incidents and requests.
• Proactively identify,  troubleshoot  and own issues/resolutions  end-to-end.
• Drive and participate in Continuous  Service Improvements (CSI) activities.
• Responsible  to provide value-added  VIP support  (as and  when required).
• Liaise with service providers and external vendors on IT related matters.
• Other technical duties as required such as the account creation, configuration of new joiner, software deployment/install, update inventory records, etc.
• Onboarding and offboarding for new joiner and leavers
• Basic knowledge on managing website.

• Min. Diploma or Degree in an IT/Computer Engineering with minimum 3 years working experience.
• Experience in Service Management or Service Delivery in a large-scale and diverse environment of incident management, request fulfilment, escalation procedures and related disciplines.
• Well versed in all end-user computing services but not limited to Windows 10, MS Office, Google Suite, iOS, Androids, PC hardware, software diagnostics and basic networking.
• Must be customer-focused, self-motivated, disciplined and possess strong interpersonal and communication skills to interact effectively with all levels of staff.
• Willing to learn, resourceful, good working attitude and takes initiative.
• Understanding of systems/processes with complex workflows.
• Meticulous, result oriented and outcome based.
• ITIL Certification will be an advantage.
• Knowledge of using ServiceNow is an advantage.
• High Proficiency in standard MS Office Suite  (Excel, Powerpoint, Word).
• High Proficiency in G Suite (Google Sheets, Google Slides,  Google Docs).

• Please indicate the below information in your resume:
  • Current & Expected salary
  • Reason(s) for leaving    
  • Availability to commence work

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