SGS is the world’s leading inspection, verification, testing and certification company. SGS is recognized as the global benchmark for quality and integrity. With more than 80,000 employees, SGS operates a network of over 1,650 offices and laboratories around the world.

Primary Responsibilities:

• Provide first level support through handling incidents and requests from end-users

• Analyzes, escalate, and resolves application incidents and requests with readily available instructions

• Validate requests and incidents priority based on urgency and impact

• Monitor, review and follow up of pending incidents and requests

• Received and prepare release announcement to keep track of application changes and to manage information dissemination to the business users

• Performs ticket management and ensures that requests are executed and completed in a timely manner

Specific Responsibilities:

• * Triage, escalate, resolve requests and incidents from end-users.  Triaging ticket is to understand the issue, look for readily available solution, assign for further analysis of application related incidents, coordination and escalation with relevant resolver group.
• Managing ticketing system and ensuring comprehensive database of requests and incidents from identification to resolution is kept up to date
• Perform initial analysis, check for similar incidents, duplicate or recurring incidents, replicate issue and gather essential information before referring to technical support.
• Keep track of known solutions, establish and develop application knowledge database and use findings to respond to end-users
• Prepare release documents and announcement for application releases, hotfix and maintenance and manage information dissemination to user community
• Review of ticket life cycle, follow up to end-users or technical team whenever necessary
• Monitoring and tracking of severity 1 issues for appropriate escalation and follow-up, and update end-users
• Performs other related duties as may be assigned either in support of departmental goals or for his/her personal or professional training, education or development as programmed by his/her immediate superior.

• Bachelor’s degree or equivalent in engineering/Information technology/Service management courses.
• Has minimum 2 years work experience
• With good exposure in handling enterprise application software and has strong knowledge in Cloud Computing
• With strong analytical skills and has good decision making in handling complex issues
• Knowledge in ITIL Foundation is an advantage
• Has strong background in Incident Management
• With experiencing in ticketing systems
• Has working / logical understanding of how different systems can communicate or exchange data and transaction status using integration layers / middleware
• Preferably with experience in supporting application system of different frameworks
• IT Literate - Knowledgeable in the use of internet-based applications, e-mail communications, MS word & MS excel
• Must be a team player but also able to work independently

Experience/Technical Knowledge

• Experience of multi-cultural environments.
• Experience or training in customer service work

Additional information[1]

• Ability to provide timely solution to problems that have clear-cut instruction and routing decision-making
• Experience to at least 1 business application
• Focus: The ability to remain focused on the mission, on what’s important to the business despite distractions of day to day Helpdesk tasks.
• Pro-activity: The ability to take initiative to make improvements.
• Teamwork: Ability to work in a team both local and remote
• Technical Skills: The ability to learn new products
• Customer Skills: The ability to interact with customers in a polite and professional manner