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Application Support - Microsoft skills - Lead at HEXAWARE

Singapore, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

26 Jun, 26

Salary

0.0

Posted On

29 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Application Support, Microsoft Skills, 24/7 Shift Work, Service Request Processing, Issue Diagnosis, Incident Escalation, ITSM Tools, Incident Logging, Problem Analysis, Global Team Collaboration, Information Security Compliance, Customer-Centric Mindset, Patience, Empathy, Responsiveness, Accountability

Industry

IT Services and IT Consulting

Description

Work as part of a 24/7 shift team, providing continuous support to ensure uninterrupted factory operations—including nights, weekends, and holidays as scheduled. · Receive and process service requests in accordance with established procedures · Identify and diagnose issues based on provided guidelines · Escalate complex or unresolved incidents promptly to appropriate teams · Log and maintain accurate records of incidents and service requests · Categorize and classify incidents and service disruptions effectively · Document incidents by symptoms and resolutions for future reference · Analyze user-reported problems systematically and identify solutions, including potential side effects · Collaborate with global support teams to quickly diagnose and resolve issues, ensuring systems are restored or responded to as required · Support information security compliance by ensuring all factory clients operate in a secure environment aligned with global policies Your experience includes: • Must Have o Customer-Centric Mindset - Always prioritize user satisfaction and system reliability. Treat every issue as important. o Patience and Empathy - Able to calmly assist users who may be frustrated or unfamiliar with technology. o Responsiveness and Accountability - Quick to respond to issues and take ownership until resolution. o Attention to Detail - Carefully investigate problems and document findings accurately. o Team Collaboration - Willing to work closely with developers, infrastructure, and business teams. o Basic IT troubleshooting skills (hardware, software, network) o Incident and request handling using ITSM tools (e.g., ServiceNow, Remedy)

Responsibilities

This role involves continuous 24/7 shift support to maintain uninterrupted factory operations by receiving, processing, and diagnosing service requests and incidents according to established procedures. The position also requires logging accurate records, escalating complex issues, and collaborating globally to ensure system restoration and security compliance.