Job Description

Vacancy No
VN961

Business
BASE

Dept Code
Information Technology

Employment Type
Full-Time

Location Country
Singapore

Description
About the Role

Harneys is seeking to recruit an IT Service Desk Specialist to join its IT Services team on a temporary basis to cover maternity leave. This role is based in Singapore, with a focus on supporting the firm’s global operations.

Who you’ll be working with

This role reports to the IT Services Manager and is responsible primarily for providing IT support to their colleagues globally; there is expectation that this role also provides general.

What you’ll be doing

We are seeking someone with excellent communication skills and a strong desire to learn IT skills, if you already have an understanding of Microsoft Windows 10, Microsoft Office applications, and experience of mobile devices running Android or iOS, and basic computer networking skills.

Responsibilities

Provide IT Service Desk support to colleagues
Ensure that new requests and walk ups are raised as Incident or Request tickets in the ITSM tool
Make certain that all tickets are acknowledged and responded to in a reasonable amount of time, even if they are not possible to resolve on first contact
Provide regular updates to the requestor on their tickets regardless of progress made
Ensure that tickets are logged with the appropriate categories, the correct status is applied and urgency/priority are clear
Maintain an accurate audit trail on the ticket
o Record notes in relation to verbal contact/messages left (requestor, supplier or IT colleague)
o Copies of emails (with header) sent outside of the ITSM tool (requestor, supplier or IT colleague)
o Steps taken during troubleshooting, screenshots of errors
o Workaround or permanent resolution
Where a new problem is identified; a problem ticket is opened and communicated to IT so the team ensure related Incident tickets are linked and the root cause is investigated with aim of finding a viable workaround and/or a permanent solution.
Escalate issues that are not possible to resolve due to knowledge or access to the appropriate teams.
Create and maintain knowledge base articles
Assist other members of the IT team as necessary
Occasional assistance with releases of new hardware or applications
On-call cover is required on a rotational basis between the team.
Some public holiday work may be required (time off in lieu/overtime is applicable)

Qualifications and experience

Strong written and verbal communication skills (English)
Talent for investigating and identifying the root cause of an IT problem
Ability to work and exercise reasonable judgement under minimal supervision
Solid understanding of recent Microsoft operating systems and Microsoft Office applications
Experience of mobile devices running Android and iOS
Ability to troubleshoot/fix basic problems relating to printers, scanners and similar office equipment
Cantonese and Mandarin

Applications Close Date
21 Aug 2022