Key Responsibilities
(Under the leadership of the Helpdesk Team Lead, the following are expected in the role)
- Assist in coaching and mentoring Associate Helpdesk Analysts to achieve team and individual performance standards and metrics.
- Respond to telephone calls, personal requests and emails requesting help relating to access to SJ Group.
- Respond to telephone calls, personal requests and email requesting help with the use of SJ Group 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 SJ Group 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 SJ Group.
- Ensure Service Level Agreement and Standard Operating Procedures are met.
Key Qualifications, Knowledge, Skills and Experience
- A Bachelor's/College Degree in 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 holidays
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!
Skills Required
- Bachelor's/College Degree in IT related field
- Minimum 5 years' relevant experience in a technical support environment
- Excellent communication skills (telephone and email)
- Strong customer service experience/focus
- Excellent problem analysis and resolution skills
- Working knowledge of Active Directory, Exchange and Office 365
- Ability to troubleshoot general applications (Office suite, operating systems, VPN, Internet Explorer)
- Experience with ERP systems such as Epicor or SAP
- Ability to work unsupervised
- Previous experience working in an in-house IT service
- Strong understanding of SLAs / KPIs
- Goal-oriented, self-motivated and a team player
- Willingness to work 24x7 shifting schedules including weekends and holidays
What We Do
Surbana Jurong and our member companies are a global multidisciplinary consultancy group with more than 120 offices in over 40 countries. We are architects, designers, planners, engineers and other specialists, driven by progressive thinking to create a better built environment. We are united in our mission of Building Cities, Shaping Lives. By designing and delivering quality housing, workspaces, roads, rail, hydropower, dams, underground and coastal protections and other critical infrastructure, we are creating smart and sustainable spaces where communities and businesses, present and future, can thrive. With over 70 years’ experience delivering projects worldwide, we see every project as an opportunity for us to fulfil aspirations and enrich lives. Join us, and join a culture of innovation, passion for problem-solving and commitment to shaping a better future.
