Job Description

Change people's lives and love what you do! Cochlear develops world-leading medical devices that help people hear. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives.

A fantastic opportunity for a Service Desk Analyst to work in Cochlear to provide quality services to our customers through efficient incident and request investigation through to resolution.

Key Responsibilities

The Service Desk Analyst will be partnering with the business to provide a supportive, innovative and flexible working environment, analyze requirements and make recommendations to the Service Desk Manager.

In this role you will be responsible for:

• Provide prompt 1st line support to telephone, Helpdesk and email requests to resolve operational problems as quickly as possible.
• To enter requests correctly into the Helpdesk system; escalate to 2nd line support when necessary.
• Creation, administration and removal of user access rights to approved services.
• Ensuring work is performed within all processes, procedures, guidelines, Service Catalog and
• knowledge base information.
• Provide advice on basic use of hardware, software and remote access
• Provide effective license, asset and operational management for the software used across the organization
• Supply a responsive service to our global customer base by flexibility engaging in shift rotation and on-call duties with Service Desk colleagues.

Key Requirements

• Minimum Degree in any relevant field
• At least 2-3 years of relevant IT Service Support experience based on ITIL Framework in a global service desk environment is required for this position.
• Ability to operate effectively within structured frameworks, to deliver high quality work and accurate reporting on performance and service delivery
• Excellent written and verbal English and Mandarin communication skills is highly desirable for this position.
• Ability to work on rotational shift is required for this position.

Advertised: 09 Nov 2022 Singapore Standard Time
Anticipated Application Closing: 30 Dec 2022 Singapore Standard Time