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 operating hours.
-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 SJ Group.
-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!
Skills Required
- Bachelor's/College Degree in IT related field
- Minimum 5 years relevant experience in a technical support environment
- Excellent telephone and email communication skills
- Strong customer service experience and focus
- Excellent problem analysis and resolution skills
- Working knowledge of Active Directory, Exchange and Office 365
- Ability to troubleshoot general applications (Microsoft Office), operating systems, VPN and Internet Explorer
- Experience working in an in-house IT service
- Strong understanding of SLAs and KPIs
- Ability to work unsupervised; goal-oriented, self-motivated team player
- Willingness to work 24x7 shifting schedules including weekends
- Experience with ERP systems such as Epicor or SAP
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.
