Mainframe Helpdesk Agent

Hi ,

Greetings of the day from Innova Solutions (formerly known as ACS Solutions)

Please have a look at JD and revert me if you are interested in the same.

Helpdesk Agent | Singapore

Contract Duration:12 months

Job Level: L2 3 to 5 years

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.

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 (0730 - 1545 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.

Key Domain/ 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.