Help Desk Support Officer, MarineParade

WSH Experts Pte Ltd; Singapore; On-site; SGD 3,200 - 5,200; Full time

Job summary

WSH Experts Pte Ltd in Singapore is seeking an IT Helpdesk support specialist to join our team. You will troubleshoot Microsoft Office 365 issues and coordinate with internal teams to install 3rd-party applications as requested.

The role includes escalation to L2, daily ticketing reports, and periodic security checks on network devices, with work arrangement at our Singapore location.

Responsibilities

• Install 3rd-party applications upon request
• Handle Microsoft Office 365 issues, e.g., OneDrive access problems
• Escalate to L2 support; assist with incident and problem management (Application Support)
• Maintain and report daily/weekly/monthly Helpdesk ticket activity
• Perform daily firewall security checks and system health monitoring
• Prepare and distribute monthly and yearly IT reports to DIT staff

Skills

Microsoft Office 365

Ticketing systems

Tools

Microsoft Office 365

Ticketing systems

Job description

Job Description

Install other 3-party applications upon request

CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRiQ Ticketing, etc.

• Making support request to issues related to Microsoft Office 365 platform.


• Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.


• Escalation to L2 Support
  a) Incident and Problem Management: (i) Application Support


• Install other 3-party applications upon request


• Fault reporting: CCIS web case assignments and Tebs i-Track ticketing, BC Ticketing, HRiQ Ticketing, etc.


• Making support request to issues related to Microsoft Office 365 platform.


• Microsoft Office Apps Issues, e.g. OneDrive access issues, etc.


• Escalation to L2 Support


• Fortigate Maintenance and Support, e.g. Firmware upgrade, Policy settings, Virtual Private Network (VPN) Password reset and token issuance, domain blacklisting and whitelisting, etc.


• Meraki Device Admin, device whitelisting, blacklisting, etc.


• Sophos Central Admin, Device and user group assignment, etc.


• Ruckus Admin, reset Ruckus APs, adjust settings, etc.


• Daily Firewall Security Checks Report


• Daily Helpdesk Ticket Report


• Weekly Helpdesk Ticket Report


• Monthly Helpdesk Ticket Report


• Monthly Open Pending Requests Report by Assigned Digital Information Technology (DIT) Staff


• Yearly User Licensing Report


• Ad-hoc request, e.g. Office 365 User List and Information, User Access Management Report.


• Monthly First Response Time Report (Amount of time between a support ticket submission and the first response from helpdesk)


• Monthly Resolution Time Report (Time it takes to resolve an issue)

Monday to Friday : 8.30 AM to 6.00 PM

Saturday : 08.30 AM to 1.00 PM ( Work from Home )

Working location : 51 Kee Sun Ave, Singapore 457056