Helpdesk Support Analyst recruitment
ABOUT US
Gazprom Marketing and Trading Singapore Pte Ltd is a wholly owned subsidiary of Gazprom Marketing and Trading Ltd. The Singapore operation was opened at the end of 2009 and was officially launched in March 2010 to further diversify and extend the Company’s offering to the Asia-Pacific region in one of the major global hubs in commodities trading. The primary areas of focus are Liquefied Natural Gas (LNG) shipping and trading, developing Carbon (CO2) credits and origination projects and trading both Oil and Foreign Exchange.
JOB SUMMARY
The Helpdesk Support Team is part of the Technical Operations Department and the primary function is to ensure the delivery of client support capability for the Gazprom Marketing and Trading (GMT) Limited business in Singapore.
In addition to providing client support for local business users, this role will provide 1st line desktop and Infrastructure support for Singapore and non-Singapore users.
RESPONSIBILITIES
1. General IT Infrastructure Management
- Monitoring, Recording and Responding to all new service requests via telephone, face to face and email;
- Providing a first-time fix where appropriate or delegating tasks where this is not possible;
- Trade floor and non trade floor working.
- Perform routine health and operational checks as appropriate, Morning meeting room operational checks, end of day health checks;
- Ensure that colleagues across the Helpdesk team are kept informed of incident progress and that tickets are updated;
- Manage all incidents through their life-cycle with the emphasis on increasing end-user uptime, issue prevention and improved customer service/focus.
- Provide support to business projects as appropriate;
- Provide administrative support to managing relevant software and hardware procurement and licenses (including equipment inventory tracking);
- Ensure that relevant documentation is comprehensive and up-to-date;
- Participate in associated support activities (e.g. shipping hardware parts to vendors, moving computer equipment etc);
- Other duties as the Technology Operations Manager/Helpdesk Support Team Lead may define from time-to-time.
2. Network and Servers Administration
- Troubleshoot network problems and provide other relevant support in network infrastructure administration;
- Support the Technology Operations Manager and Server Support Team with server administration where appropriate.
3. Office Equipment and PCs
- Install, configure, support and troubleshoot office equipment;
- Provide technical support to company telephone system administration;
- Ensure that all configurations and applications installed on employees’ PCs/laptops are in line with company relevant policies and procedures.
4. User Communication and Support
- Ensure that users are kept informed and up-to-date on the status of issues;
- Support your colleagues and line manager(s) in resolving users requests and ensuring all components of IT Infrastructure are in place and function in accordance with business needs;
- Communicate clear guidelines and assist employees with new software installations, updates, configurations; and upon back-up procedures and policies;
- Assist employees with printer, copier, fax, video conferencing configuration and support;
- Conduct relevant infrastructure audits.
5. Confidentiality, Security and Data Protection
- Maintain high levels of confidentiality and information security, complying with the relevant legislation and company’s relevant policies and procedures;
- Support line management in areas such as :
- ensuring proper security of company IT infrastructure;
- ensuring adequate back-ups of systems and data;
- assisting with Business Continuity/Disaster Recover planning and testing.
CANDIDATE SPECIFICATION
1. Qualifications:
- Degree level education (Computer Science preferred) or relevant experience.
2. Foundation Skills:
- Knowledge and experience in installing and supporting MS Windows and MS Office products, as well as other relevant software;
- Knowledge and experience in PC hardware configuration;
- Knowledge of network concepts, practices and procedures, familiar with network and server configurations;
- Remote access support skills;
- Familiar with office equipment support;
- Good understanding of current legislation such as the Data Protection Act and the Computer Misuse Act;
- Excellent interpersonal and team skills;
- Excellent customer service skills.
3. Business:
- Demonstrable experience of working in a fast-paced, pressurised environment;
- Experience of supplier interaction at all levels (pre-sales, sales, technical support, etc);
- Experience of hardware/software specifications;
- Knowledge and experience gained from working to ITIL frameworks;
- Good understanding of current legislation such as the Data Protection Act and the Computer Misuse Act;
- Relevant experience of the financial or energy sector preferred.
4. Industry Experience:
- Relevant experience of the energy or financial sector would be an advantage.
5. Behavioural:
- Excellent customer service skills (face-to-face and telephone); must be able to demonstrate/elaborate.
- Strong ability and desire to learn new skills;
- Ability to work and remain calm in a pressurised environment;
- Ability to work both as a part of the team and individually;
- Strong interpersonal and communication skills;
- Strong execution skills;
- Excellent time management skills and the ability to prioritise workload and demands;
- Diligent and reliable;
- Willing to own issues to resolution;
- Exhibits a ‘can-do’ attitude;
- Is able to see the bigger picture and ‘think beyond the fix’;
- Embraces change positively;
- Constantly looks for ways to improve technologies, systems and processes;
- The ability to work unsociable hours as required to facilitate out of hours systems maintenance.
6. Technical Experience:
Client Support:
- Windows 7;
- Office 2007/2010 (including Visio and Project);
- Image creation and deployment using MDT and/or SCCM;
- BMC Service Desk Express or similar ticketing system;
- Financial application support, Reuters, Bloomberg, Crest, Swift.
- RSA SecurID; Remote access/VPN technologies;
- McAfee Antivirus software;
- Bespoke line of business applications;
- Video conferencing equipment, tanberg, Microsoft Lync;
- Printing infrastructure;
- Variety of desktop and laptop hardware and peripherals;
- Blackberry Device support and administration using BES V5;
- Bespoke systems aligned to a financial/energy trading business;
- Telephony/PBX support.
Server Support –nice to have.
- Microsoft Office product knowledge (2003, 2007 and ideally 2010);
- VPN and Remote access configurations
- Data back-up and recovery technologies;
- Anti-virus configuration in a distributed environment
- Familiarity with fundamental networking/distributed computing concepts
- Active Directory 2003/2008/2008 R2;
- Exchange 2003/2007 and ideally 2010;
- Application hosting technologies such as Citrix Xenapp server, Terminal Services or Remote Desktop Services;
- Systems Center Configuration Manager;
- Microsoft Deployment Toolkit and Windows Deployment Server;
- Server monitoring (preferably Systems Center Operations Manager 2005);
- SharePoint 2003/2007;
- Blackberry Enterprise Server (ideally V5);
- Direct access and Branch Cache.
February 19, 2012
• Tags: Commodities careers in the Singapore, Helpdesk Support Analyst recruitment • Posted in: Financial
