Application Support Specialist (L2)

ServiceOne Limited; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Public holidays

Various types of leave

Discretionary bonus

Medical claims

Job summary

ServiceOne Limited is a leading IT consulting and managed services provider seeking an Application Support Specialist (L2) to join the Regional IS&T Service Desk. The role focuses on diagnosing and resolving Level 2 business application incidents with escalation to L3 when needed.

You will develop procedures, outline user scripts, and train Service Desk staff while maintaining knowledge bases and access rights. English fluency and ITIL knowledge are essential.

Qualifications

• Min. 3 years of work experience in IT field.
• Good command in written and spoken English.
• Hands-on experience in retail business applications, including Office apps like Teams, Zoom, Yammer.
• Self-driven with minimal supervision.
• Strong ITIL knowledge.
• Willing to mentor junior staff.
• Ability to manage multiple tasks and time effectively.
• Proactive approach to daily tasks.

Responsibilities

• As Level 2.5, support Regional Service Desk to resolve business application incidents.
• Diagnose, investigate and resolve Level 2 incidents and coordinate with stakeholders.
• Escalate incidents to L3 with documented coordination.
• Develop standard procedures for responding to business application incidents.
• Outline scripts for Service Desk agents for user communications.
• Ensure processes are reviewed and updated regularly; automate where possible.
• Provide training guides access to the team.
• Use incident management tool to track and support responses.
• Maintain knowledge base; manage application access rights.
• Train and transfer knowledge to Service Desk agents and proximity.

Skills

IT support

English proficiency

Retail apps

ITIL knowledge

Mentoring

Time management

initiative

Tools

Office apps

Job description

ServiceOne Limitedis one of the largest Information Technology (IT) consulting and managed services provider in the region. The company was founded in 1999 and is headquartered in Hong Kong with strong foothold in China and business coverage in Asia Pacific region. Our clients are government departments, non-government organizations, education institutes, multinational corporations, small and medium companies across various industries. Our services provide Consulting and Application Management Services, Digitalization of Workflow Management, Outsource Managed Services, Hardware & Software Maintenance, Project Management, Product Life Cycle Management, Secondment Services & etc.

We are a member of Expert Systems Holdings Limited (HKEX Stock Code 8319) .

To Stay true to ServiceOne’s ongoing mission, which is to deliver the highest quality services to all our customers, we invite high-calibre candidates like you to join our company.

For more information, please visit our website atwww.serviceoneasia.com.

Application Support Specialist (L2) acts as Level 2.5 to support the Regional Service Desk to resolve Business Application incidents within the organization. With the knowledge transferred from Business Application experts, Application Support Specialist (L2) is able to resolve business application incidents within the Service Desk minimizing the need of incident outbound escalation.

Reporting to Regional Service Delivery Manager supporting Asia IS&T Service Desk program;

As a key person for second-level technical escalation point for Service Desk agents. The Application Support Specialist (L2) will diagnose/investigate/resolve level 2 business application incidents and take ownership of business application incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review;

Escalate incidents to business application experts (L3), and collaborate with them on resolution;

Develop standard procedures for responding to Business Application incidents, with help from Business Application expertise (L3);

Outline scripts for Service Desk agents to follow when communicating with users and stakeholders about business application incidents;

Make sure, all the said processes are reviewed and updated regularly (automate wherever possible);

Make sure all team members have access to the training guides;

Use of incident management tool to track, monitor and support the incident response;

Maintain Application Support Specialist (L2) knowledge database;

Manage application access rights;

Train and provide knowledge transfer to Service Desk agents and proximity.

Min. 3 years of work experience in IT field;

Good command in written and spoken English.;

Hands-on experience in retail business applications, including office APPs e.g Teams, Zoom, Yammer, most of the marketplace Digital Workplace Solution, etc.;

Self-driven and can work independently with minimum supervision;

Good knowledge of ITIL disciplines;

Willingness to support and mentor junior staff;

Able to manage and prioritize and tasks and time efficiently;

Able to demonstrate initiative and a proactive approach to daily tasks.

Passion of troubleshooting and increasing the resolution rate by the frontline team

Good communication skills as required to coordinate/collaborate with EMEA and AMER counterparts to drive any Service Improvement ideas, goals, etc.

We offer excellent career opportunities, a decent remuneration package and fringe benefits including,

• public holidays
• various types of leave
• discretionary bonus&medical claims