Company:
Sopra Steria is a listed European tech leader specializes in Consulting, Digital Service, and Software. We have 60,000 employees worldwide located in different regions (Europe, North America and Asia), whereby Singapore is the HQ for APAC. EvaGroup Asia Pacific is part of Sopra Steria I2S APAC, in charge of Infrastructure, Cloud and Cybersecurity services.
Description:
For this position, we are looking for a L1 Service Desk Analyst to assist one of our client - a leading European bank to provides support for basic incident resolution and requests reported to the regional service desk.
Responsibilities:
- Act as a single point of contact and support internal staff via phone calls, emails, live chat and self-service tickets from internal staff regarding IT related issues and queries.
- 1st line support: troubleshooting of IT related problems
- Escalate unresolved issues / requests to the corresponding helpdesk (L2/L3 support)
- Take ownership of users’ problems, follow up the status of problems on behalf of the user and communicate the status to users in a timely manner
- Update all taken actions and information into ticketing system in a timely manner
- To maintain a high degree of customer service for all support queries
- Maintain knowledge database to ensure all information is up to date
- Define new and improve existing processes and workflows
- Capable to manage projects, documentations or tasks given by the manager
- Responsible on managing end user online request forms
- Open to Work in Shift: Monday to Friday (6am – 3pm/8:00am – 5:00pm/9:30am-6:30pm)
- Fluent in English
- Excellent communication skills and telephone manner.
- Effective listening and attentiveness skills
- Excellent organizational skills
- Willingness to improve and to learn
- Customer service orientation and/or prior customer service training
- Team player
- Banking experience will be advantageous, but it is not mandatory
