Trader Support Analyst / IT Support 2

SINGAPORE SHELL EMPLOYEES' UNION CO-OPERATIVE LTD
  • Job category
    Information Technology
  • Job level
    Professional
  • Contract type
    Contract
  • Location
    Central
  • Salary
    S$2500 - S$3900

Job Description

[Singaporeans / SPR only]


Salary: TBA

Location: The Metropolis T1 (Buona Vista)


Requirements

-Minimum of 2- 3 years of desktop support experience

-Minimum diploma, degree preferred

-Experience with call-logging systems (e.g. Service Manager / ServiceNow)

-Excellent time management , customer-facing, interpersonal and communication skills

-Ability to deal with business and IT management at all levels

-Ability to work in a highly pressured environment and respond effectively to urgent customer needs

-Knowledge of support processes and ITIL certification a plus

-Delivers results


Responsible for desktop support for Trading Users in APME region mainly Singapore, Dubai, South Africa (400 employees)


- Provide high quality L1 infrastructure support to Trading users in a highly demanding environment via communication channels such as email, phone calls, walk-ins, instant messaging and perform remote support.

- Troubleshoot and resolve infrastructure issues relating to hardware, network, Windows 7/10 operating system, Microsoft Office 365 and Trading related applications.

- Ensure all issues are logged and take responsibility for ticket closure and timely resolution, escalating decisively where required.

- Work closely with various support teams within Trading and 3rd-party Integrated Support Providers (ISPs) to meet trading users' requests and issues.

- Liaise with vendors for hardware acquisitions and services, request for quotations, purchase orders and ensure deliverables are all met.

- Coordinate the onboarding of new trading users in access permissioning and hardware setup, train and familiarize users with Trading setup and all IT essentials.

- Plan / coordinate / physically assist on desk movement and setup computer hardware, network points, telephones and dealerphones, working closely with various vendors and ensure minimum disruption to the users.

- Manage and lead small projects ensuring objectives and deadlines are met.

- Coordinate smartphone purchases, replacements / loan sets , troubleshoot issues for trading environment.

- Ensure business continuity and disaster recovery readiness at all times, participates in situation tests.

- Prepare and communicate system outages and maintenance notices in clear and concise sentences.

- Document and update all technical support processes and user guides.

- Comply with Trading Compliance, Security IT, IT policies and IRM guidelines.


Closing on 05 Feb 2021

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