Lubrizol IS Support Specialist (Contract) in Singapore, Singapore
IS Support Specialist (Contract)
This is an IT support analyst role with the main responsibility to provide IT services to users in Asia Pacific region. The role is also part of Lubrizol global solution center team. It is required to coordinate and complete assigned global responsibilities and provide feedback to ensure the success of global IS support.
Follows ITSM processes to log all requests in Solutions Center Portal This includes all incoming calls, e-mail requests, voice mail requests, and walk-in requests.
Provide the service for end users strictly according to the SLA.
Provide accurate and thorough solutions to user problems. Escalate or assign problems when appropriate.
Open and close the service tickets in the SCP. Monitor and follow up on tickets to make sure service quality and data accuracy/integrity are in line with the performance measurement indicator requirement.
Communication of ticket status to the end user (i.e. follow-up, notification of delays, notification of completion).
Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for applications, network, server, and security.
Research, resolve, and respond to questions received in accordance with set policies and procedures.
Continuous development of communication skills, problem solving techniques, and the creation of more efficient support methods.
Assist in the population and maintenance of the online knowledge base.
Proactive resolution of user and IS support issues to maintain a high level of visibility within the user community.
Always align with global processes and procedure to maintain the service level as required
Participate in global and regional team projects that enhance the quality of the 1st service level.
Coordinate service/support needs with Vendors, Technical Support Engineers, Application Support Engineers, and the Infrastructure Team effectively communicating issues and resolutions
Work closely with AP smaller site IS coordinators to support their needs and identify areas needing training or best practice
Coordination of IS asset management for SGP and MAL sites.
Procurement of all IS related devices, license, 3rd party service.
Inventory management – computer and accessories tracking, software license management
Vendor management and procurement process control and optimization
Coordination of global IS procurement process
3rd party warehouses support – label printing and other Lubrizol devices
Regularly report and review the service status in whole APAC IS team meeting.
REQUIREMENTS (education, experience, competencies and specific job requirements):
Bachelor or Technical degree
Help Desk work experiences, prefer in multinational companies
Fluent English is a must
Mandarin is preferred
Microsoft Office 365
Desktop/Laptop related hardware knowledge
MFD and IP phone-Avaya
iOS device troubleshooting
Network/server management/application skill is a plus
Strong sense of professionalism and ethics
Customer Service oriented thinking and attitude
Good time management skill – can prioritize workload well
Good follow up and monitoring skill
Strong teamwork skill
Must be a result-oriented team player
Able to recognize the broader implications of a problem, involving multiple stakeholders, and proactive problem solving
Must convey a sense of urgency
An agile learner who thrives on changes
Creativity and proactive working style is a plus
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