Introduction:
We are seeking a motivated Trainee Helpdesk Analyst with the interest and aptitude to build a career in Information Technology and IT support.
Apply today to discover how you can make a meaningful impact with Hawksford Singapore.
Job Responsibilities:
- Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis
- Provide 1st line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keep the Operations Centre Manager appraised at all times of any critical issue or user concern/complaint
- Review at least daily the progress of calls and requests you have logged, raising any concerns regarding a failure to meet agreed service level provision with the Operations Centre Manager
- Perform troubleshooting and fixing of desktops, laptops, printers, scanners, and other computer peripherals
- Ensure all System changes are authorised and is undertaken in accordance with the prevailing Change Control Policy
- Raise any risks identified with the Operations Centre Manager
- Support the monitoring and response to system alerts
- Occasionally work non-business hours providing system and application support
- Cover for other Operations Centre colleagues in their absence
- Maintain the equipment asset register and support the auditing and tracking of Operations assets
- Build good working relationships with all business users and share knowledge with other members of the Operations Centre team
- Appreciate the needs of business users and help your team manager align applications and infrastructure services to meet these in the most appropriate and cost-effective way
- Ensure support requirements, issues and actions are communicated in a flexible and adaptable manner depending on situation/individual concerns
- Undertake any other task as requested by the Operations Centre Manager or Associate Director as required
Skills and Experience:
- The ability to think logically
- A good memory of how software and operating systems work
- Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
- The ability to work well in a team
- Problem solving skills
- A strong customer focus
- The ability to prioritise your workload
- Good attention to detail
If you are looking to join a dynamic and growing firm where you can develop your career while working with an international client base, we would be delighted to hear from you.
Our Office Charter
Five simple behavioural promises that will create an amazing and highly productive working environment at Hawksford.
No Hierarchy
We all have an equal right to enjoyment and use of all spaces, regardless of job level or department
Have Fun
Be happy and never be afraid to laugh, enjoy yourself, and create magic moments for others
Say Hi
The office is designed for interaction, so be proactive to build new relationships and spread positive energy on your way
Respect Everyone
We are all different, and that's a good thing! Be patient, kind and appreciative of these differences
Be Flexible
Bring a positive attitude with you into the office and always be receptive to change.
