Work Location: Changi Airport T1 to T5
JD:
- Provide L2 On-site/Remote IT Support and fulfill service requests for Client employees in all Client locations.
- Asset Tracking: Track all corporate devices from purchase to disposal.
- Ticket Management: Responsible for the end-to-end process of all new tickets in the ESM tool, including:First call resolution Logging of tickets Escalation of tickets Regular follow-ups with users Tracking ticket closure within agreed SLA
- ESM Tools: Utilize tools like ServiceNow to manage all ESM tickets, adhering to response and resolution times based on ticket severity. Document key actions accurately.
- VIP Support: Provide dedicated support for approximately 200 VIP users, including after-hours support for VP and above (with advance notice from the EDX team).
- Corporate Systems Support: Provide CAG employees with information and support related to corporate systems and guide them on self-service support.
- System Health Monitoring: Monitor corporate systems and escalate abnormalities to the Team Lead.
- Incident Management: Escalate company-wide incidents (disruptions or outages) to the Team Lead.
- Service Improvement Plans: Assist in implementing approved service improvement plans from the EDX team.
- Adherence to ITIL Processes: Follow ITIL processes and frameworks to ensure best practices in IT service management.
- IT Service Desk Playbook: Follow established processes and best practices within the IT Service Desk playbook, facilitating self-service troubleshooting.
- Team Collaboration: Contribute to a positive team environment, embracing a culture of excellent customer service and continuous improvement.
- Continuous Learning: Continuously update skills and knowledge to stay current with industry trends and technologies.
Education:
Degree in Computer Science, Information Technology, or a related field Diploma in Computer Science, Information Technology, or a related field (required).
Certifications: Preferred but not mandatory:
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Fundamentals
- CCNA
- ITIL 4 Foundation Certification
Technical Skills:
- Windows OS: Proficiency in Active Directory, corporate networks, and troubleshooting for Windows laptops.
- macOS/iOS: Expertise in macOS, iOS device management, and troubleshooting.
- Microsoft 365: Strong proficiency in Microsoft 365 applications and services, including Microsoft Azure.
- Endpoint Protection: Experience with web proxy, remote browser isolation, and endpoint detection & response solutions.
- AV Solutions: Familiarity with meeting room video conferencing and AV solutions troubleshooting.
- ESM Tools: Proficiency in using ESM tools like ServiceNow.
Experience:
At least 5 years of experience in a service desk or technical support role, with exposure to a variety of devices and applications in a corporate environment. Experience as a system engineer/system administrator in systems
