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.
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
- Act as officer-in-charge in the absence of the Senior Analyst and Helpdesk Team Lead
- Provide quality front-line application support for extended operating hours
- Coach and mentor Associate Help Desk Analysts to meet performance standards and metrics
- Respond to telephone calls, in-person requests, and emails for access and use of SJGroup systems
- Identify critical system and network issues, escalate and liaise with senior support or second-level technical teams until resolution
- Maintain accurate records in the SJGroup Ticketing application
- Prepare guides and documentation for identification and resolution of application support issues
- Participate in system testing, UAT, and implementation processes for enhancements and issue resolutions
- Ensure Service Level Agreement and Standard Operating Procedures are met
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.
