Senior Application Specialist

at  Lidl Asia Pte Limited

Summary
This role is a Senior position of the IT internal Service & Support team with a split task in Supporting the local Service Desk as well as the Application Support in Asia. The daily business is to support the internal ERP Applications as well as provide daily IT support to end users in case of hardware issues. Overall this role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.

What you’ll do

• Act as the first point of contact for all user support related queries regarding the core Applications and all user support related queries at the Service Desk
• Responsible for resolving and escalating user request tickets/ taking calls from the users regarding IT incidents or service requests
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request
• Regularly provide statistical reports about support cases and incidents
• Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)
• Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention
• Support the Assistant Manager with some high priority tasks
• Support Business with Communications of changes for existing or new Applications or Hardware
• Participate in and implement infrastructure projects as well as monitor infrastructure stability
• In charge of inventory of all kinds of hardware like PCs/ scanners/ consumables as well as regular Storeroom clean-up
• Support and regular checks that the conference rooms are properly working
• Handling vendors regarding hardware related changes, repairs and quotations
• Support new joiners with providing the requested hardware package
• Handling vendors regarding hardware related changes, repairs and quotations
• Support new joiners with providing the requested hardware package
• Take lead role on projects and extended tasks but also supports if the Support Specialist is not available
• Collaborate with other IT Teams
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests

What you’ll need

• Diploma in Computer Science, Information Technology or relevant discipline
• At least 5 years’ experience in user support, helpdesk duties and Application Support
• Strong problem solving and system troubleshooting skills
• Technically proficient in Microsoft Office and use if Ticketing Systems
• Good command of written and spoken English
• Good interpersonal and communication skills

What you’ll receive
We are dedicated to fostering a family-friendly culture and work environment. We are an equal opportunities employer and welcome applications from all candidates with the required skills and experience. We enable fair pay within the company by creating non-discriminatory salary systems. Working at Lidl & Kaufland Asia is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. We are accredited as a Fair and Progressive employer by the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP).

Market Leading Remuneration Package:

• Annual wage supplement and discretionary bonus
• Life Insurance
• Medical Insurance

Supportive Environment:

• Out of Office leave for important appointments
• In-house training courses
• Training sponsorship scheme

Work-life Balance:

• 5-day week
• Competitive Annual Leave
• Charity, Community and Sporting Events

If you are not invited for an interview within 4 weeks, we regret that your application was not suited to this vacancy.
For more company information, please feel free to visit: http://www.lidl.asia
Personal data collected will be used for recruitment related purposes only and will be destroyed after 12 months.
Location
Lidl & Kaufland Asia Pte. Limited | Singapore — 18757.4 km
30 Pasir Panjang Road 12-31/32 Mapletree Business City
117440 Singapore
Contract Type
Full Time
Entry Level
Experienced
IT
Reference no.
442539

• Act as the first point of contact for all user support related queries regarding the core Applications and all user support related queries at the Service Desk
• Responsible for resolving and escalating user request tickets/ taking calls from the users regarding IT incidents or service requests
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
• Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request
• Regularly provide statistical reports about support cases and incidents
• Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)
• Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention
• Support the Assistant Manager with some high priority tasks
• Support Business with Communications of changes for existing or new Applications or Hardware
• Participate in and implement infrastructure projects as well as monitor infrastructure stability
• In charge of inventory of all kinds of hardware like PCs/ scanners/ consumables as well as regular Storeroom clean-up
• Support and regular checks that the conference rooms are properly working
• Handling vendors regarding hardware related changes, repairs and quotations
• Support new joiners with providing the requested hardware package
• Handling vendors regarding hardware related changes, repairs and quotations
• Support new joiners with providing the requested hardware package
• Take lead role on projects and extended tasks but also supports if the Support Specialist is not available
• Collaborate with other IT Teams
• In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
• Responsible for taking internal and external calls from the users regarding Application related incidents or service request