Associate Helpdesk Analyst

at  Surbana Jurong Private Limited

Primary Purpose of Position
The Associate Helpdesk Analyst will act as a central point of contact providing quality frontline IT support, ensuring business continuity by resolving incidents and requests on a timely manner based on SLA or routing tickets to appropriate resolver/technology groups, safeguarding IT security and providing excellent customer service experience to all Surbana Jurong users globally 24/7
Key Responsibilities

Under the leadership of the Helpdesk Team Lead, the following are expected in the role

• Respond to telephone calls, personal requests and emails while maintaining a professional demeanour during conversations and interactions.
• Troubleshoot and resolve issues within the GSS IT Helpdesk support scope.
• Identify out of scope issues and escalate/route tickets to appropriate resolver/technology groups in a timely manner.
• Identify critical system and network issues, escalate and liaise with the Senior Helpdesk Analyst, Helpdesk Team Leader or second level technical support for resolution.
• Reading email regularly and keeping up to date relating to support scope and responsibilities in a fast-paced environment.
• Ability to follow and execute process by reading and understanding work instructions and process documents with great attention to detail.
• Proactively report outdated process documents to Senior Helpdesk Analyst or Helpdesk Team Leader.
• Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions.
• Ensure Service Level Agreement and Standard Operating Procedures are met and complied to.

Key Qualifications, Knowledge, Skills and Experience

• A Bachelor’s/College Degree in a related field (preferred but not required).
• Good communication skills on the telephone and via email.
• Strong Customer Service experience, orientation and/or focus.
• Excellent ticket management and time management skills.
• Excellent attention to detail, comprehension skills, problem analysis and resolution skills.
• Good working knowledge of Active Directory, MS Outlook and MS Office 365
• Should be able to troubleshoot general application (Office suite, Operating systems, VPN, IE)
• Ability to work with minimal supervision.
• Previous experience working as an IT Helpdesk Analyst.
• Strong understanding of SLAs / KPIs.
• Goal-oriented, self-motivated and a team player.
• Willing to work on a 24x7shifting schedules including weekends and holidays

At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world

• Respond to telephone calls, personal requests and emails while maintaining a professional demeanour during conversations and interactions.
• Troubleshoot and resolve issues within the GSS IT Helpdesk support scope.
• Identify out of scope issues and escalate/route tickets to appropriate resolver/technology groups in a timely manner.
• Identify critical system and network issues, escalate and liaise with the Senior Helpdesk Analyst, Helpdesk Team Leader or second level technical support for resolution.
• Reading email regularly and keeping up to date relating to support scope and responsibilities in a fast-paced environment.
• Ability to follow and execute process by reading and understanding work instructions and process documents with great attention to detail.
• Proactively report outdated process documents to Senior Helpdesk Analyst or Helpdesk Team Leader.
• Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions.
• Ensure Service Level Agreement and Standard Operating Procedures are met and complied to