Helpdesk Analyst

_Primary Purpose of Position_   * Acting as the team’s Officer-in-Charge in the absence of the Senior Analyst and Helpdesk Team Lead.  * Provide quality front line application support to the SJgroup business for extended operatinghours.  * Relieve the workload of corporate resources and improve their capabilities to deliver better results to the business  _Key Responsibilities_  _(Under the leadership of the Helpdesk Team Lead, the following are expected in the role)_  * Assist in coaching and mentoring Associate Help Desk Analysts to achieve team and individual performance standards and metrics.  * Respond to telephone calls, personal requests and emails requesting help relating to access to SJgroup.  * Respond to telephone calls, personal requests and email requesting help with the use of SJGroup Enterprise and the Portal.  * Identify critical system and network issues, escalate and liaise to the Senior Helpdesk Analyst, Helpdesk Services Manager or second level technical support until resolution.  * Maintain relevant information in the SJGroup Ticketing application.  * Prepare guides and documentation in relation to the identification and resolution of application support issues.  * Participate in system testing, UAT (User Acceptance Testing) and implementation process for enhancements and issue resolutions in SJGroup.  * Ensure Service Level Agreement and Standard Operating Procedures are met.  At Surbana Jurong, we put talent, hard work, teamwork and a fun workplace together to approach problems and solve them creatively and collaboratively. Join us in making a positive impact on the world!