Application Support Engineer

ABOUT THE COMPANY

Zenith Infotech (S) Pte Ltd. was started in 1997, primarily with the vision of offering state-of-the-art IT Professionals and solutions to various organizations and thereby helping them increase their productivity and competitiveness. From deployment of one person to formation of whole IT teams, Zenith Infotech has helped clients with their staff augmentation needs. Zenith offers opportunity to be engaged in long term projects with large IT savvy companies, Consulting organizations, System Integrators, Government, and MNCs.

EA Licence No: 20S0237

Roles and Responsibilities:

- Ensure that all requests are properly logged and categorised, tracked, followed up end-to-end, resolved, and closed.
- Build and maintain a knowledge base (with solutions) that consists of the relevant documents such as updated FAQs, case studies, processes and procedures
- Attend to Authority/users calls and emails, analyse and resolve the requests over the phone or email where applicable. The Supplier shall use the FAQs to identify the cause of the problems and provide speedy responses
- The Authority may from time to time request the Supplier to locate specific type of request logged by specific users, or to extract information to support audit queries.
- Dissemination of information related to the systems e.g. system downtime, user communications, software-provisioning instructions and system enhancement
- Provide a Helpdesk Queries Analysis Report that categorises and trends the queries. The report shall propose improvements to reduce recurrence of significant queries or occurrence of similar queries
- Maintain, review and improve the helpdesk management procedures when requested by the Authority

Requirements:

Education Qualification
At least a Diploma/Degree in Computer Science, Information System, Science, Engineering or Equivalent.

Required Competencies
a. Good knowledge of information technology, especially in the areas of SAP HCM ERP.
b. Strong writing and verbal communication skills.
c. Good team player, responsible and conscientious.
d. Resourceful, independent, responsive and pro-active.
e. Possess strong interest in investigating and identifying causes of issues, and able to propose solutions to rectify the issue.

Required Working Experience
a. At least 2 years of working experience in information technology.
b. Experience in SAP HCM ERP is preferred.

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