HelpDesk Support Specialist - Contract - Part-Time

KEY RESPONSIBILITIES

• Ensure all requests are properly logged, categorised, tracked, followed up end-to-end, resolved, and closed.

• Build and maintain a knowledge base (with solutions) consisting of updated FAQs, case studies, processes, and procedures.

• Attend to Authority/users' calls and emails; analyse and resolve requests over the phone or email where applicable, using FAQs to identify the cause of problems and provide speedy responses.

• Locate specific types of requests logged by specific users, or extract information to support audit queries when requested by the Authority.

• Disseminate information related to systems, including system downtime notices, user communications, software-provisioning instructions, and system enhancements.

• Provide a Helpdesk Queries Analysis Report that categorises and trends queries, and proposes improvements to reduce recurrence of significant or similar queries.

• Maintain, review, and improve helpdesk management procedures when requested by the Authority.

REQUIRED COMPETENCIES

• 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.

• Strong interest in investigating and identifying the root causes of issues, with the ability to propose solutions to rectify them.

REQUIRED WORKING EXPERIENCE

• At least 2 years of working experience in information technology.

• Experience in SAP HCM ERP is preferred.

EDUCATION QUALIFICATION

At least a Diploma or Degree in one of the following disciplines:

• Computer Science

• Information Systems

• Science or Engineering

• Or an equivalent qualification