Helpdesk Agent

Role: Helpdesk Agent 
Job Level: 10+ years of experience  
Location: Singapore

Key Responsibilities:

• To manage the technology ticketing impacting group businesses across all subsidiaries and 18 countries and 
  territories in Asia Pacific, Europe and North America.

• The Helpdesk contract agent will work directly with end users, IT support staff and vendors to ensure timely 
  ticketing of the issues reports and requests being made.

  
  Key Requirements: 
  Education: 
  Bachelor’s degree in business, Computer Science, or related discipline required. 
  ITIL Foundation certification would be required.

  
  Essential:

• You must have 3-5 years of experience in working with IT Helpdesk roles supporting Applications.
• You must have proficiency with MS Office products, knows a bit about IT Services such as desktop, software and able to do Excel reporting.
• Fluent in English and can manage calls easily.
• Candidate will work with Helpdesk and perform varied tasks such as attending user calls, user emails, raising tickets in BMC Service management tool, Helix.
• Events monitoring from the Alert management tool.
• Candidate will also be following up for ATM reporting and other adhoc tasks.
• The shift pattern changes weekly. Shifts are from (07:30 - 15:45 hrs; 0900 – 1830 hrs; 1330 – 2300 hrs). The staff 
  who works 0730 hours shift ends up doing an additional day on Saturday in the week.
• Exceptional written and oral communication skills.

Technical Skills:

• Experience in service management tools such BMC Helix, Service Now, etc,
• 4-5 years of managing complex IT queries and requests in a matrix environment or Operational Line experience 
  is preferred.
• Understanding of on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, 
  Network, Web/Application/Middleware services, Service Management functions, or Application Development.