IT Helpdesk Executive

Job Description:

• Ensure that all requests are properly logged and categorised, tracked, followed up end-to-end, resolved, and closed.
• Build and maintain a knowledge base (with solutions) that consists of the relevant documents such as updated FAQs, case studies, processes and procedures.
• Attend to Authority/users’ calls and emails, analyse and resolve the requests over the phone or email where applicable.
• The Supplier shall use the FAQs to identify the cause of the problems and provide speedy responses.
• The Authority may from time to time request the Supplier to locate specific type of request logged by specific users, or to extract information to support audit queries.
• Dissemination of information related to the systems e.g. system downtime, user communications, software-provisioning instructions and system enhancement.
• Provide a Helpdesk Queries Analysis Report that categorises and trends the queries.
• The report shall propose improvements to reduce recurrence of significant queries or occurrence of similar queries- Maintain, review and improve the helpdesk management procedures when requested by the Authority.

Requirement:

• At least a Diploma/Degree in Computer Science, Information System, Science, Engineering or Equivalent.
• Good knowledge of information technology, especially in the areas of SAP HCM ERP.
• Strong writing and verbal communication skills.
• Good team player, responsible and conscientious.
• Resourceful, independent, responsive and pro-active.
• Possess strong interest in investigating and identifying causes of issues, and able to propose solutions to rectify the issue.
• At least 2 years of working experience in information technology.
• Experience in SAP HCM ERP is preferred.
• Experience in MINDEF/SAF HR projects is preferred.
• IT Troubleshooting (P3 - Advanced).