Trainee Helpdesk Analyst

Hawksford; Singapore; On-site; SGD 31,248 - 53,568; Full time

Job summary

Hawksford is seeking a dedicated IT support professional to provide first-line assistance for software and hardware issues to local and remote staff. You will log, track, and resolve incidents, escalating when necessary and keeping users informed of progress.

The role requires troubleshooting desktops, laptops, printers, scanners and peripherals, with adherence to Change Control policies and asset management practices. Team collaboration and flexible support hours may be required.

Qualifications

• Ability to think logically and diagnose issues systematically.
• Strong memory of how software and operating systems work.
• Excellent listening and questioning skills to identify problems.

Responsibilities

• Provide first line support for hardware and software issues via phone and desk side when needed.
• Log all requests accurately and promptly for analysis and reporting.
• Escalate to 2nd/3rd line support as required and keep users informed of status.
• Perform troubleshooting on desktops, laptops, printers, scanners and peripherals.
• Ensure changes follow Change Control Policy and are authorised.
• Maintain asset register and support asset auditing and tracking.
• Share knowledge with the Operations Centre team and build good stakeholder relationships.
• Occasionally work outside business hours and cover for colleagues as needed.

Skills

Logical thinking

Software/OS memory

Active listening

Client communication

Job description

We are looking for someone to provide a first line support service to end users covering any software or hardware related problems.

• Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis.
• Provide 1st line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary, escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keep the Operations Centre Manager appraised at all times of any critical issue or user concern/complaint.
• Review at least daily the progress of calls and requests you have logged, raising any concerns regarding a failure to meet agreed service level provision with the Operations Centre Manager.
• Perform troubleshooting and fixing of desktops, laptops, printers, scanners, and other computer peripherals.
• Ensure all System changes are authorised and is undertaken in accordance with the prevailing Change Control Policy.
• Raise any risks identified with the Operations Centre Manager.
• Support the monitoring and response to system alerts.
• Occasionally work non-business hours providing system and application support.
• Cover for other Operations Centre colleagues in their absence.
• Maintain the equipment asset register and support the auditing and tracking of Operations assets.
• Build good working relationships with all business users and share knowledge with other members of the Operations Centre team.
• Appreciate the needs of business users and help your team manager align applications and infrastructure services to meet these in the most appropriate and cost effective way.
• Ensure support requirements, issues and actions are communicated in a flexible and adaptable manner depending on situation/individual concerned.
• Undertake any other task as requested by the Operations Centre Manager or Associate Director as required.

Such other duties as the management may at times reasonably require. This job description is a guide to the principal, current duties of the job. It does not form part of the contract of employment.

The successful candidates must have:

• The ability to think logically
• A good memory of how software and operating systems work
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution