Job title: Helpdesk Agent
Responsibilities:
- To manage the technology ticketing impacting Banking 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.
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 (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.
This job advertisement is posted by:
Tan Geok Khim (Deng Yuqin) (R22107857)
A-IT Software Services Pte Ltd
EA License No: 24C2345
