About the Client

A global leader in technology consulting and digital transformation, the client specializes in delivering cutting-edge solutions to optimize business performance. With a strong focus on cloud computing, data analytics, and AI-driven insights, they empower organizations across industries to drive innovation and efficiency. Their expertise in enterprise modernization ensures seamless scalability and operational excellence for businesses worldwide.

📅 Assignment Duration:
This is a 1-month assignment starting on 27th October. Please apply only if you are available to start on 27th October and can commit for the full duration.

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.

Requirements:

• Provide ongoing technical support and maintenance for both production and development systems, including software products and configured services (onsite and remote), in line with defined operating models and processes.
• Deliver hardware and software support, implementing technology solutions at the operating system level across all server and network domains, as well as for specific software vendors or platforms.
• Perform L1 and L2 support, including basic to intermediate-level troubleshooting for system, network, and application issues.
• Demonstrate a solid technical understanding across diverse IT infrastructure environments.
• Ensure a high standard of customer service, with a focus on responsiveness, professionalism, and problem resolution.
• Possess relevant technical expertise in Windows 10 and the Microsoft Office Suite.
• Diagnose and resolve desktop hardware faults efficiently.
• Configure and build laptops, including knowledge of imaging processes and deployment.
• Provide mobile device support for iOS and Android platforms.
• Offer basic printer support and maintenance as needed.
• 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 [email protected].

Susmita Sahu

EA License No: 91C2918

Personnel Registration Number: R23114076