Responsibilities:

• Serve as a key liaison between IT teams and end users, ensuring seamless communication and support. Upon receiving a service request, assess and categorize the issue appropriately-either resolving it using the knowledge base or coordinating with the right support personnel or team to ensure a prompt resolution.
• Handle incident management, including accepting, resolving, and escalating issues via live chat, email, or other designated channels. Follow standard processes and implementation guidelines while utilizing the knowledge base to resolve reported incidents effectively.
• Monitor and track unresolved incidents, assessing their impact and escalating high-priority or widespread issues to management. Work closely with second-level support teams to facilitate resolution and ensure timely updates.
• Adhere to SLA requirements for incident resolution, following escalation protocols for critical IT issues and understanding ITIL-based prioritization.
• Oversee IT service providers for the Singapore site, ensuring service continuity and operational efficiency.
• Manage the server room at the Singapore site, responding promptly to failure incidents, assisting with server room expansion and maintenance, and conducting regular inspections.

Requirements:

• Strong understanding of desktop office management software and IT service support, including Microsoft 365, Office 2021, and email systems.
• Ability to independently troubleshoot and resolve complex software-related issues (e.g., slow Excel file performance or Outlook malfunctions) beyond basic reinstallations.
• Proficiency in computer hardware troubleshooting, with expertise in diagnosing and resolving issues related to desktops, software, virus protection, and general IT support.
• Familiarity with network architecture and the ability to analyze and resolve common network access issues.
• Experience in diagnosing and troubleshooting printer hardware-related problems.
• Knowledge of IP phone configuration and troubleshooting.
• Skilled in the installation, configuration, and troubleshooting of Windows operating systems.
• Understanding of Active Directory and shared file services.
• Experience in IT asset management, including device provisioning, inventory management, and requirement clarification.
• Strong communication skills, attention to detail, and a proactive approach to problem-solving.
• Prior experience with server racking and cabling is a plus.
• Proficiency in both English and Mandarin/Chinese is preferred, as this role requires regular communication with internal and external stakeholders across the APAC region, where these languages are widely used for business operations.

Additional Remarks

Given our current requirements, we anticipate the candidate's employment to begin in approximately 2 weeks.

Next Step:

Prepare your updated resume (please include your current salary package with full breakdown such as base, incentives, annual wage supplement, etc.) and expected package. Simply click on 'Apply here' to drop your resume or email at susmita.sahu@adecco.com.

Susmita Sahu

EA License No: 91C2918

Personnel Registration Number: R23114076