Lubrizol

Job Information

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.

RESPONSIBILITIES:

  • 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):

Education/Experience

  • Bachelor or Technical degree

  • Help Desk work experiences, prefer in multinational companies

Skills/Competencies

  • Fluent English is a must

  • Mandarin is preferred

  • Windows 10

  • Microsoft Office 365

  • Desktop/Laptop related hardware knowledge

  • MFD and IP phone-Avaya

  • iOS device troubleshooting

  • Network/server management/application skill is a plus

  • Inventory management

Others

  • Strong sense of professionalism and ethics

  • Self motivated

  • 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

Job Segment: Information Systems, Procurement, Technical Support, Information Technology, Technology, Operations, Research

DirectEmployers