Summary
This role is a Senior position of the IT internal Service & Support team with a split task in Supporting the local Service Desk as well as the Application Support in Asia. The daily business is to support the internal ERP Applications as well as provide daily IT support to end users in case of hardware issues. Overall this role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.
What you'll do
Act as the first point of contact for all user support related queries regarding the core Applications and all user support related queries at the Service Desk
Responsible for resolving and escalating user request tickets/ taking calls from the users regarding IT incidents or service requests
In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents/ service request
Regularly provide statistical reports about support cases and incidents
Level 2 support for all IT internal Applications (L1 support when no Application Specialist in the team or deputizing)
Look for opportunities how to proactively improve the customer service and internal processes by identifying repeat issues or service risks and aid in prevention
Support the Assistant Manager with some high priority tasks
Support Business with Communications of changes for existing or new Applications or Hardware
Participate in and implement infrastructure projects as well as monitor infrastructure stability
In charge of inventory of all kinds of hardware like PCs/ scanners/ consumables as well as regular Storeroom clean-up
Support and regular checks that the conference rooms are properly working
Handling vendors regarding hardware related changes, repairs and quotations
Support new joiners with providing the requested hardware package
Handling vendors regarding hardware related changes, repairs and quotations
Support new joiners with providing the requested hardware package
Take lead role on projects and extended tasks but also supports if the Support Specialist is not available
Collaborate with other IT Teams
In charge of the inventory of all the Applications used in the company as well as regular check of Active and Inactive Applications in the companies internal Ticket/Asset Management tool
Responsible for taking internal and external calls from the users regarding Application related incidents or service requests
What you'll need
Diploma in Computer Science, Information Technology or relevant discipline
At least 5 years experience in user support, helpdesk duties and Application Support
Strong problem solving and system troubleshooting skills
Technically proficient in Microsoft Office and use if Ticketing Systems
Good command of written and spoken English
Good interpersonal and communication skills
What you'll receive
We are dedicated to fostering a family-friendly culture and work environment. We are an equal opportunities employer and welcome applications from all candidates with the required skills and experience. We enable fair pay within the company by creating non-discriminatory salary systems. Working at Lidl & Kaufland Asia is rewarding, in every sense, because we give you the training to succeed in your role and plenty of opportunities to progress your career here. We are accredited as a Fair and Progressive employer by the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP).
Market Leading Remuneration Package:
Annual wage supplement and discretionary bonus
Life Insurance
Medical Insurance
Supportive Environment:
Out of Office leave for important appointments
In-house training courses
Training sponsorship scheme
Work-life Balance:
5-day week
Competitive Annual Leave
Charity, Community and Sporting Events
If you are not invited for an interview within 4 weeks, we regret that your application was not suited to this vacancy.
For more company information, please feel free to visit: http://www.lidl.asia
Personal data collected will be used for recruitment related purposes only and will be destroyed after 12 months.
Location
Lidl & Kaufland Asia Pte. Limited | Singapore
- 7 km
30 Pasir Panjang Road 12-31/32 Mapletree Business City
117440 Singapore
Contract Type
Full Time
Entry Level
Experienced
IT
Reference no.
442539
