Openings for Service Desk Analyst - Level 3 expertise(Windows, Lotus Notes, ITIL, Citrix), Singapore

Service Desk Analyst - Level 3 expertise

Looking for a Level 3- Service Desk Technician with one of the US based MNC in Singapore Role:  To provide the remote Single Point of Contact for users either by phone ( Call Centers ) or via the Self Service Portal, maximizing the users effectiveness regardless of where they are ensuring agreed service level targets are met. Responsibilities:  Operates the Global IT end user support processes and information in line with the Customer Focus procedures ensuring high accuracy and quality information. Receives Service requests from the users, diagnoses, logs, completes, checks, maintains current user contact details, service support documentation, asset management inventory and other relevant information and converts them into Incidents, Changes facilitating resolution, learning and future call avoidance. Provides MS Office, Windows XP / Vista, Lotus Notes support in the Wintel environment Technical expertise in Server management, internet distribution, Wireless configurations, Hardware troubleshooting, VPN clients Expert knowledge of Windows domains, Active Directory, Terminal Server, Blackberry Support, Printers Prior experience in remote support using SMS, Webex Administration, Configuration and support of : Storage, Network, Security, Operations, DB Servers, DB's, Middleware, Applications & Client Services  Requirements Candidate must demonstrate an understanding of a variety of IT systems. IT certifications e.g. Windows, Lotus Notes, ITIL, Citrix, etc will be required. Bachelor degree or equivalent in Information Technology, min of 3 years of level 3 experience in information technology within a Service Desk environment. Certifications would be considered as advantageous: ITIL V3 Fundamentals qualification Call Center Operations Microsoft Certified System Engineer Microsoft Certified Professional Cisco Certified Network Associate Citrix Certifications Fluency in written and spoken English; other languages are an extra. Demonstrated customer focus, empathy, and structured thinking are required, together with high standards of process adherence and a proven record of client satisfaction Ability to work under pressure Interested candidates can send their profile to Anshu.sinha@connectedgroup.com Please note : Only shortlisted candidates will be notified