Trader Support Analyst in Singapore, Singapore, Singapore

Company description:

Shell is one the largest foreign investors in Singapore and began operations in 1891. Today, we have more than 3,200 employees in Singapore alone. The Pulau Bukom Manufacturing Site today is the largest Shell refinery in the world in terms of crude distillation capacity, which makes Singapore a key regional supply and trading centre for Shell in the East. Singapore is the largest petrochemical production and export centre in the Asia Pacific region. Shell Jurong Island (SJI) manufactures petrochemicals to meet the fast-growing demand for these products in the region. We also have one of the largest single-branded retail networks in Singapore, providing customers with a wide range of quality products and services. When you join Shell in Singapore, you can count on our commitment to help you thrive and propel your career by means of our industry-leading development programme and our available and unrivalled pool of local and global experts. Our numerous global and local skill pools as well as our diversity are key to our success and continuing innovation.

Job Description:

  • Provide high quality L1 infrastructure support to Trading users in a highly demanding environment via communication channels such as email, phone calls, walk-ins, instant messaging and perform remote support.
  • Troubleshoot and resolve infrastructure issues relating to hardware, network, Windows 7/10 operating system, Microsoft Office 365 and Trading related applications.
  • Ensure all issues are logged and take responsibility for ticket closure and timely resolution, escalating decisively where required.
  • Work closely with various support teams within Trading and 3rd-party Integrated Support Providers (ISPs) to meet trading users' requests and issues.
  • Liaise with vendors for hardware acquisitions and services, request for quotations, purchase orders and ensure deliverables are all met.
  • Coordinate the onboarding of new trading users in access permissioning and hardware setup, train and familiarize users with Trading setup and all IT essentials.
  • Plan / coordinate / physically assist on desk movement and setup computer hardware, network points, telephones and dealerphones, working closely with various vendors and ensure minimum disruption to the users.
  • Manage and lead small projects ensuring objectives and deadlines are met.
  • Coordinate smartphone purchases, replacements / loan sets, troubleshoot issues for trading environment.
  • Ensure business continuity and disaster recovery readiness at all times, participates in situation tests.
  • Prepare and communicate system outages and maintenance notices in clear and concise sentences.
  • Document and update all technical support processes and user guides.
  • Comply with Trading Compliance, Security IT and Shell IT policies and IRM guidelines.

Dimensions:
Responsible for desktop support for Trading Users in APME region mainly Singapore, Brisbane, Dubai, South Africa. Total Trading population of approximately 400 employees

Job Requirements:

  • Minimum 3 years of Trading Desktop Support Experience.
  • Minimum diploma, degree preferred
  • Experience with call-logging systems (e.g. Service Manager / ServiceNow Portal)
  • Excellent time management, customer-facing, interpersonal and communication skills
  • Ability to deal with business and IT management at all levels
  • Ability to work in a highly pressured environment and respond effectively to urgent customer needs
  • Has good interpersonal skills and is confident in dealing with stakeholders.
  • Able to work independently from given tasks.
  • Familiar with data analysis either through academic study or through practical IT experience.
  • Knowledge of support processes and ITIL certification a plus
  • Delivers results

Disclaimer:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.

The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.

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