We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for quality and integrity. Our 93,000 employees operate a network of 2,600 offices and laboratories, working together to enable a better, safer and more interconnected world.

PRIMARY RESPONSIBILITIES

• Serve as the first point of contact for IT related issues to SGS affiliates and external clients
• Fast paced handling of incidents / requests resolution, escalation and information routing.
  • Deciding on incident severity/priority
  • Validation and evaluation of technical and or operational information pertaining to the incident
  • First contact resolution and troubleshooting via phone and remote access tools
• Managing Incidents throughout their lifecycle

REPORTING LINE

IT Service Desk Manager or Supervisor

SPECIFIC RESPONSIBILITIES

• Perform first level deskside and application support
• Triage, escalate, resolve requests and incidents from end-users.  Triaging ticket is to knowing the issue, look for readily available solution, assign for further evaluation 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 evaluation, check for similar incidents, duplicate or recurring incidents, replicate issue and gather essential information before referring to next level of technical support.
• Validate, evaluate and classify incident / requests.
• Determine resolution and/or escalation path to ensure all issues are appropriately managed.
• Keep track of known solutions, establish and develop knowledge database and use findings to reply to end-users
• Evaluate content of requests / incident report and gather information if missing any.
• Keep track of severity/priority 1 issues for appropriate escalation and follow-up.
• Recognize solutions for repetitive use and enter those in knowledge database.
• Complies with relevant Management Systems
• Complies with the QHSE policies including but not limited to:
  • Demonstrates strong commitment to SGS QHSE Policies, Procedures, and Work Instructions by participating in safety meetings, completing required training, intervening in unsafe situations, refusing unsafe work, and complying fully with all applicable laws and regulations related to QHSE.
  • Responds appropriately to emergency situations and assists other staff members in maintaining readiness to respond to emergencies within the workplace.
  • In accordance with the SGS QHSE Management System requirements, disposes of, or directs the disposal of, waste generated as a part of daily work performed in a safe manner and in compliance with all waste transportation and disposal regulations and requirements.
  • Reports all incidents (actual incidents and near misses) in accordance with the SGS Incident Reporting requirements.
  • Uses all equipment (including safety equipment) in the manner intended and reports any damaged / lost equipment to supervisor.
  • Maintain a safe and tidy worksite.
  • Maintains awareness of hazards and proposes controls to supervisor, QHSE Representatives or relevant client / site contact.
  • Actively participates in incident investigations and risk assessments as deemed necessary by SGS management.

PROFILE

• Bachelor degree or equivalent in engineering or information technology/service management courses
• Previous Customer facing role
• IT Literate - familiar with MS office applications, internet based applications and understands the basics of programming done on soft-wares.
• Experience of multi-cultural environments.
• Microsoft Certified Engineer is preferred

REQUIRED SKILLS

Experience/Technical Knowledge

• Desktop hardware related issues:  Good working knowledge on Lenovo desktops, laptops, and HP printers and scanners
• Desktop OS:  Solid work experience with Windows 10
• Desktop applications:  Good working knowledge on Office 365 product suite/services (Word, Excel, Powerpoint, Outlook, Teams, Sharepoint) Adobe, Java related issues, and the like
• Network related issues:  Knowledgeable with networking concepts and troubleshooting end user network related issue, like concerns why users can’t connect to the server or the internet, what command to use to troubleshoot, etc.
• Mobile devices:  Knowledgeable in supporting iOS and Android phones, installation and configuration of SGS mobile applications
• Active Directory (AD) user account management:  Solid work experience in creation and removal of AD accounts, granting of permission via AD, enabling and unlocking of AD accounts, AD password resets, etc.
• Dependability: The role requires an individual that must be accurate in the updates to the system
• Problem Solving: The ability to identify and resolve problems quickly and effectively
• Pro-activity: The ability to take initiative to make improvements.
• Communication: The ability to listen to users and convey ideas and solution effectively
• 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

Language

• Fluent English