• Troubleshoot and support issues related to domain, desktop, and network.
• Provide helpdesk support to end-user through appropriate communication and responsive services
• Convey troubleshooting steps and information to customers via phone calls and/or email
• Assist and train users to improve the user experience
• Document all reported incidents and service requests via ticketing system
• Responsible for supporting end user hardware and software such as Microsoft Office, Windows XP/7/8/10

-     Fresh graduates are welcomed to apply

-     IT Discipline Diploma or Degree, Professional Certification, or any relevant experience

-     Familiar with Microsoft Office and Windows Applications

-     Strong Analytical and troubleshooting skills

-     Excellent communication skills and customer service oriented

Additional Information:

-     Training will be provided

-     Location: HarbourFront

-     Working hours: 5 day a week

     *     Weekday hours

          -     Shift 1 – 6.30 am – 3.30 pm

          -     Shift 2 – 7 am – 4 pm

     *     Weekend hours

          -     Shift 1 – 7 am – 4 pm

          -     Shift 2 – 9 am – 6 pm

•  Directs the efforts of IDS and related resources in the achievement of the strategic and operational objectives:
•  Financial Objectives: GAAP Revenue and Margin $ and %
•  Customer Experience: PDI, NPS, CSAT, PMSAT, FESAT, FCC, D2C, E2E;
•  People Agenda;
•  Sales Enablement – help sales achieved Demand Revenue & Margins Plans;
•  Operational Excellence Initiative;
•  Manages the Quarterly hiring, staffing and maintaining of a diverse and effective workforce: PM/PC/SA/TC and FE.
•  Manage the Quarterly Travel & Expenses budget and governance; ensure all staff expenses reports accurately and timely. 
•  Responsible for career development/planning, performance and pay discussions of team members. Regular 1x1.  Half-yearly performance reviews. Meaningful IDP. 
•  Nominate strong performers for quarterly awards.
•   Meets established targets around internal Service Level Agreements for IDS: 
•   Presales: Assign SME to opportunities and develop solutions as per agreed SLA. 
•   Postsales Delivery: Assigned post sales resources as agreed SLA
•   Work closely with Global Ops and Global Readiness teams executes, Japan, APJ and Global initiatives to improve the standard process, methods, deliverables, response timeframes, and support costs of the group:
•    Automation 
•  Network Optimisation;
•  End To End Optimisation;
•   Escalation Process
•   CLCA
•  Revenue and H/C Outlook
•  Leads the strategic development and design of principles, processes, models, and standards that address business requirements and goals. 
•  Leads the achievement of customer experience levels from a technical perspective. Own customer escalations for Japan Infrastructure Delivery Services projects. Quarterly customers visits – at least 2 visit per months;
•  Acts as an informational source on organizational practices and procedures.     Takes lead in addressing both internal and external issues regarding product delivery, technical architecture and customer service.
•  Provides direction and guidance for administration and results for multiple departments within a function or work area. 
   

Impact 
•    Influence 
•    Accountability 
    - Translates business plans into objectives for a department or work area. 
- Exercises latitude in managing operations. 
•    Initiates new or revised procedures, programs, and initiatives. 
•    Aligns operational plan with functional strategy and approach. 
•    May influence and/or develop broad programs and initiatives. 
•    Accomplishes results through the management of a team of professional team members and/or leaders.

Leadership 
•    Guidance 
•    Communication 
•    Relationship Focus 
    - Acts as an advisor to subordinate leaders or staff members.
- Develops and administers schedules, objectives, and goals.
- Delegates clearly and consistently.
•    Independently determines approach to managing teams and daily operations.
•    Provides guidance, constructive input and motivation to team.

Problem Solving 
•    Judgment 
•    Complexity 
•    Ingenuity    •    Conducts solid stakeholder and risk analysis on key issues.
- Weighs alternatives and considers service and business implications of decisions.
- Monitors budgets and operational effectiveness; develops strategies for adjusted courses of action.
•    Develops new techniques to support innovative solutions.
•    Removes barrier to change.

Job Duty Differentiators    •    Manages a large technical FE|SA|TC and PM group, actively prioritizing the workload among team members, assessing and coaching team members on the quality of their work.
•    Broad understanding of  EMC products and services.
•    Significant interaction with Segment Sales, Segment Services Sales, Segment Management, internal EMC services organizations, and vendor partners.
•    Prioritizes the workload for his/her group in conjunction and cooperation from upper leadership and internal customer management.
•    Manages escalations relative to the workload and deliverables of the technical consulting group.

Experience 
•    Functional 
•    Leadership    •    10+ years of relevant experience or equivalent combination of education and work experience.
•    6+ years leadership experience.

Skills Technical Functional Leadership  

 •  Advanced contextual skills and experience in constructing complex service provider solutions in the IT services provider market are necessary to manage team members performing this work.
•   Requires advanced understanding of services costing and financials in order to assess and coach group team members on services solutions.
•   Good understanding in one or more of the core technologies used by the customer.
•   Advanced understanding of EMC offerings and general knowledge of toolsets used on projects.

Education   

 Undergraduate degree and 8-10 years relevant experience or Graduate degree and 6-8 years relevant experience.