IT Helpdesk Executive

Job Description: Ensure that all requests are properly logged and categorised, tracked, followed up end-to-end, resolved, and closed. Build and maintain a knowledge base (with solutions) that consists of the relevant documents such as updated FAQs, case studies, processes and procedures. Attend to Authority/users’ calls and emails, analyse and resolve the requests over the phone or email where applicable. The Supplier shall use the FAQs to identify the cause of the problems and provide speedy responses. The Authority may from time to time request the Supplier to locate specific type of request logged by specific users, or to extract information to support audit queries. Dissemination of information related to the systems e.g. system downtime, user communications, software-provisioning instructions and system enhancement. Provide a Helpdesk Queries Analysis Report that categorises and trends the queries. The report shall propose improvements to reduce recurrence of significant queries or occurrence of similar queries- Maintain, review and improve the helpdesk management procedures when requested by the Authority. Requirement: At least a Diploma/Degree in Computer Science, Information System, Science, Engineering or Equivalent. Good knowledge of information technology, especially in the areas of SAP HCM ERP. Strong writing and verbal communication skills. Good team player, responsible and conscientious. Resourceful, independent, responsive and pro-active. Possess strong interest in investigating and identifying causes of issues, and able to propose solutions to rectify the issue. At least 2 years of working experience in information technology. Experience in SAP HCM ERP is preferred. Experience in MINDEF/SAF HR projects is preferred. IT Troubleshooting (P3 - Advanced).