Helpdesk Analyst

Primary Purpose of Position

• -Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.
• -Provide quality front line application support to the SJgroup business for extended operatinghours.
• -Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business

Key Responsibilities

• (Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
• -Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.
• -Respond to telephone calls, personal requests and emails requesting help relating to access to SJgroup.
• -Respond to telephone calls, personal requests and email requesting help with the use of SJGroup Enterprise and the Portal.
• -Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.
• -Maintain relevant information in the SJGroup Ticketing application.
• -Prepare guides and documentation in relation to the identification and resolution of application support issues.
• -Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJGroup.
• -Ensure Service Level Agreement and Standard Operating Procedures are met.

Key Qualifications, Knowledge, Skills and Experience

• A Bachelor's/College Degreein IT related field

-Minimum 5 years’ of relevant experience in a technical

support environment.

-Excellent communication skills on the telephone and via email.

-Strong Customer service experience and/or focus.

-Excellent problem analysis and resolution skills.

-Good working knowledge of Active Directory, Exchange and Office 365

-Should be able to troubleshoot general application (Office suite, Operating systems, VPN, IE)

-Experience with ERP systems such as Epicor or SAP would be desirable.

-Ability to work with unsupervised.

-Previous experience working in an in-house IT service.

-Strong understanding of SLAs / KPIs.

-Goal-oriented, self-motivated and a team player.

-Willing to work on a 24x7shifting schedules including weekends and

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!