IT Helpdesk Specialist

We're a Singapore-based technology services company looking for a highly motivated and customer-focused IT Helpdesk Specialist to join our team. As the default assignee for the IT role in providing employees, including setting up Google accounts, system accounts, and adjusting access rights for existing users.

• Onboarding/offboarding Users: managing the onboarding and offboarding process for employees, including setting up Google accounts, system accounts, and adjusting access rights for existing users 
• Troubleshooting Technical Issues: Diagnosing and resolving issues related to system access, Google Workspace, JIRA Software, Confluence, and JIRA Service Management. Providing prompt and effective solutions to maintain smooth operations.
• User Assistance: Assisting non-IT users with day-to-day tools such as Google Workspace, JIRA, and Slack, helping them become more proficient and comfortable with these tools.
• Ticket Escalation: Handling requests that require escalation to the internal team, such as approvals, granting sensitive permissions, hardware/software purchases, etc. Ensuring that such tickets are tracked and followed through to completion within agreed timelines.
• Knowledge Base Maintenance: Collaborating with the team to update and create Knowledge Base articles and Standard Operating Procedures (SOPs) as required. Continuously improving documentation to enhance the support process.

REQUIREMENTS:

• Proven experience in IT support and troubleshooting, preferably in a fast-paced environment.
• Strong knowledge of Google Workspace, JIRA Software, Confluence, and JIRA Service Management.
• Excellent problem-solving skills and ability to handle technical issues with patience and efficiency.
• Exceptional communication and interpersonal skills to provide top-notch customer service.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong attention to detail and the ability to multitask effectively.
• Willingness to adapt and learn new technologies and processes.

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