Responsibilities

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 calls and emails, analyse and resolve the requests over the phone or email where applicable.
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 b

Requirements

At least a Diploma/Degree in Computer Science, Information System, Science, Engineering or Equivalent.
At least 2 years of working experience in information technology.
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.

Shortlisted candidates will be offered a 1 Year Agency Contract employment