全职 It Support 工作, 薪水 up to SGD 45,600, People Profilers Pte Ltd 公司招聘中 - Ricebowl

Roles & Responsibilities

Job Responsibilities:

• Serve as a primary point of contact for both VIP and general user support, with a focus on prioritizing and escalating VIP issues to ensure swift resolution.
• Collaborate with the Service Delivery team to remediate technical issues and manage the internal escalation process for VIP tickets and incidents.
• Diagnose and resolve user concerns related to hardware, software, and network connectivity, leveraging client-provided documentation and system guidelines.
• Provide clear, step-by-step guidance to users to address technical issues effectively and improve user self-sufficiency.
• Conduct deskside and remote troubleshooting, including specialized support for VIP users and detailed log analysis for complex issues.
• Perform device handovers and collections, ensuring smooth onboarding and offboarding processes in line with Shiseido's standardized checklists.
• Ensure proper setup and configuration of end-user devices, including laptops, desktops, and account provisioning activities prior to handover.
• Maintain accurate records and documentation, helping to prevent issue recurrence and empowering users through knowledge-sharing and training.
• Coordinate with external vendors to facilitate repairs and ensure timely service resolution.
• Own end-to-end incident management for DaaS (Device-as-a-Service) devices, ensuring complete tracking and follow-through.
• Log, allocate, and track support tickets using the client's ITSM platform, ensuring all updates and responses fall within agreed SLAs.
• Follow up with users post-resolution to verify that systems are functioning properly and satisfaction is maintained.
• Support the development and maintenance of technical documentation and user manuals, contributing to improved service consistency.
• Deliver support in alignment with the client's service level agreements (SLAs), ensuring a high-quality customer experience.
• Assist colleagues with IT-related issues, promoting teamwork and knowledge sharing across the support team.
• Provide routine administrative support aligned with operational goals and daily service requirements.
• Troubleshoot Windows-related issues, drawing upon a solid foundational knowledge to resolve system-level challenges.
• Handle day-to-day support requests, ensuring timely resolution and closure of incidents.
• Create and manage user profiles, ensuring accuracy and alignment with organizational access policies.

Job Requirements:

• Diploma in Information Technology or related fields.
• Minimum 2 years of relevant working experience.
• Experience in VIP support will be an added advantage.