Our organization
Delaware Consulting Asia Pacific Pte Ltd (“delaware” in short) is an IT consulting company in Singapore with global connections. We deliver advanced ICT solutions and services, guiding our customers through their business and digital transformation. We partner with SAP, OpenText, Microsoft, and Salesforce, as well as a group of technology partners to support our customers with truly omni-channel customer experience.
Our Team
We are a dynamic, stimulating team of highly motivated professionals with attention for personal development in your expertise.
- We offer a continuous process for learning, development, and growth.
- We offer a challenging and dynamic job.
- We know there’s more to life than work. We organize team events and impromptu drinks: Nothing better for team spirit, right?
- We are a flat organization with short lines of communication.
Your Role
As an IT Help-Desk Analyst, you are expected to provide IT technical support, understand and be able to learn and develop knowledge and behavior on tasks assigned to you. You will assist the analyst and consultant in dealing with customers and organizing activities.
Your Responsibilities
a. Providing accessible, timely, effective, and efficient quality service responsive to either first-line support or end-user software or hardware queries via email, tickets, phone, or face-to-face.
b. Providing 1st level troubleshooting, technical problem solving, and 1st line maintenance tasks.
c. Able to take calls, analyze problems, answer questions, and provide advice about the software or app.
d. Incident tracking, regular updates on open support issues, and ensuring that all support calls are accurately logged, updated, and closed.
e. 1st and 2nd level resolution and troubleshooting calls related to laptops and systems.
f. Coordination for employee user account administration, activation, changes, and terminations.
About you
Your Knowledge, Skills, and Qualification
a. Positive customer-focused attitude, understanding, and appreciate the role of customer services in providing both IT helpdesk and applications support services.
b. Able to multitask to handle multiple issues simultaneously.
c. Committed to service excellence as a core value.
d. Understand and commit to work and improve stakeholders’ response times.
e. Visible and approachable on-site support of user population.
f. Trained and knowledgeable in IT Helpdesk support will be preferred.
g. Certificate (ITE, NITEC), diploma, or attendance certification in any IT Helpdesk training under the Career Conversion Programme will be advantageous.
Your Experience
a. Experience in customer services role, providing software troubleshooting knowledge on laptops and applications. Candidates with past experience in other customer services can also be considered.
b. Experience with IT Helpdesk Incident experience service request processes are advantageous but not essential.
