Intern - User Support Service Improvement

Recruiter
Location
Singapore, Singapore
Salary
Competitive
Posted
03 Nov 2016
Closes
07 Jan 2017
Ref
5353BR
Sector
Oil and Gas
Contract Type
Permanent
Hours
Full Time
Job Description
  1. To assist with the process modeling of the IT User Support Department and to deliver process documentation
  • To evaluate, create, update and improve workstation process document to ensure relevancy.
  • To evaluate, create, update and improve service request process documents.
  • To adopt Value Stream Management (VSM) to identify waste and propose improvement to increase better Process Cycle Efficiency (PCE).

  1. To evaluate, improve and update the existing reporting system
  • This includes daily, weekly and monthly reports from the Business Object database.
  • To design an automated Dashboard and KPI for management visibility of operational performance.
  • Perform daily, weekly or monthly analysis and present findings along with areas where you identify room for improvement.

  1. To automate some of the operation task by script
  • To automate where possible to improve efficiency of operational tasks.

  1. To assist in daily incident, problem, request management in the areas of :
  • Identify and access management operation.
  • Workstation proximity support operation.
  • Incident ticket analysis and trending - TOP 10 ticket type.
  • Service and Change Management.


Profile sought
  • Knowledge of Microsoft Windows 7 and 8
  • Knowledge of Microsoft Office 2007 and 2013
  • Knowledge of Process Modeling
  • Knowledge in scripting / VBA / Powershell
  • Knowledge in ITIL
  • Knowledge in Business Intellegence (BI)
  • Knowledge in Service NOW
  • Competent in Documentation preparation
  • Competent in Presentation