Job Title : Service Desk Officer
Job Type : Contract - One year, extendable
Job Location : Pasir Panjang
Job Responsibilities:
· Serve as the primary point of contact for all customer inquiries and technical support requests via phone or email.
· Provide timely updates on incidents reported by customers, ensuring minimal disruption to their operations.
· Utilize incident management best practices to accurately diagnose, troubleshoot, and escalate issues to appropriate teams or vendors.
· Document all customer interactions and resolutions in the ticketing system, maintaining detailed and accurate records.
· Collaborate with internal teams and external vendors to achieve timely resolution of incidents.
· Proactively monitor service desk queues and ticket statuses to ensure timely response and resolution of customer issues within defined service level agreements (SLAs).
· Identify recurring issues or trends and work with team to implement permanent solutions or improve processes.
Job Requirements:
· Diploma in Information Technology, Computer Science, or related field preferred.
· Customer-focused mind-set with a passion for delivering exceptional service and support.
· Ability to prioritize and manage multiple tasks simultaneously while maintaining attention to details.
· Excellent written and verbal communication skills.
· Ability to effectively communicate technical concepts to non-technical users.
· Experience in a fast-paced service desk role preferred.
Working Hours:
Work Time:five-and-half-day every 2 weeks block (10 AM to 7 PM Monday to Friday/Saturday 7.30 AM to 1 PM)
· The working hours for this position consist of a rotating schedule between a normal five-day week and an extended five-and-a-half-day week schedule.
· Normal Five-Day Week: The working hours will be 10:00 AM to 7:00 PM, with one hour for lunch from Monday to Friday except Public Holidays.
· Extended Five-and-a-Half Day Week: The working hours will be 10:00 AM to 7:30 PM, with one hour for lunch from Monday to Friday, and 7:30 AM to 1:00 PM on Saturday except Public Holidays.
If you are what we are looking for, kindly reach out at [email protected] with your CV and salary details to take it forward.
All Curriculum Vitaes will be treated with the strictest confidentiality.
EA License No 93C4403
EA Regn No R1872602
