Overview

• Provide 1st level support to users on hardware and software issues over the phone
• Provide support on installation of new software, devices and email systems
• Advice users on general queries related to information systems
• Monitor all open cases and actively communicate with users and other IT support groups to ensure that cases are resolved according to priorities stated in the service level agreement.
• Identify and resolve 80% of faults reported over the phone
• Perform remote access for technical troubleshooting
• Perform ticket or problem management system and email to keep track of progress
• Escalate problems in a promptly manner based on the SLA and escalation matrix
• Recording, tracking incidents and handling of change request
• User ID administration duties such as unlocking of user accounts, resetting passwords and creation of user accounts
• Monitors call logs, trends and closure of incidents reported
• Carries out service performance reviews and create monthly reports
Requirements
• Able to communicate effectively in English
• Proficient in another language (Mandarin / Japanese / Korean) will be an added advantage
• Co-ordinate with project team
• Good communications and interpersonal skills
• Good presentation skills and motivation ability
• Computer knowledge, familiar with Operation System and Standard Office Application
• Knowledge in Network, Systems, Backup and Facilities
Please send your detailed resume in MS Word format including the following details to: resume@goldtecHRs.com

1. Recent photograph
2. Personal particulars
3. Education Level
4. Each employment background
5. Working experience
6. Reason for leaving each employment
7. Last drawn salary
8. Expected salary
9. Date of availability