SunGard Fis Global is looking for

Global IT Helpdesk

Position Responsibilities \ Requirements:
– Log all incoming enquiries onto ticketing system (
– Analyze enquiries submitted by employees via ticketing channels (web, email or phone) and respond in a timely manner
– Focus on First time resolution
– Required to provide regular updates on progress to requestor, via communication tools.
– Follow Escalation Matrix
– Ensure achievement of service level agreements (SLA’s)
– Update and maintenance of Knowledge Base tool
– Maintain a high level of written and verbal communication.
– Focus on Customer Satisfaction and Advocacy.
– Provide technical support on the business applications and aim towards employee satisfaction and resolution.
– Should be able to managed shift without Supervision.


Position Requirements:
– English language skills (Written and verbal) – Mandatory
– Willing to work in 24/7 rotational shifts and ensure coverage during National Holiday , weekends and odd hours as per the business requirements – Mandatory
– Knowledge of Microsoft Office is a plus
– Good knowledge of Windows OS is desirable
– Basic knowledge of Active Directory & Networking protocols.
– Willingness to learn and adapt to new technologies.
– Meticulous, diligent & an eye for detail
– Certifications like MCP, ITIL v3 would be added advantage
– Effective communication and relationship-building skills
– Ability to multi-task & willingness to handle tasks given individually.
– Team player, mobile device knowledge is plus.
– Conduct oneself in a confident and professional manner at all times.