Office Location: Marina Bay Finance Centre
Job Responsibilities:
- Act as the first point of contact for customer calls and queries.
- Provide basic first-level technical support and troubleshooting.
- Deliver excellent customer service, focusing on listening, empathy, and patience.
- Educate and guide customers on new technologies and IT policies.
- Promote self-help through the Knowledge Base and technology portals.
- Manage customer expectations and ensure a smooth IT support experience.
- Collaborate with IT engineers to escalate and resolve complex issues.
- Use Service Now or similar ticketing tools to track and manage incidents.
- Document solutions, provide updates, and create knowledge articles for common issues.
- Assist with user training during service visits and improve end-user services.
Job Requirements:
- Bachelor’s degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field.
- 2 years of experience in end user support experience in Desktop support or Technical Service Desk.
- Strong communication skills (both spoken and written English).
- Proficiency with Microsoft Office products (Word, Excel, Outlook).
- Familiarity with mobile devices (iOS/Android) for office use.
- Experience with Service Now or other ticketing tools.
- Basic understanding of ITIL processes and IT Security.
- Problem-solving abilities and a customer-focused mindset.
Support Window: 7am to 7pm | Mon – Fri | Working days
(Staggered work hours i.e., either 8-5, 9-6 or 10-7 depending on which login time is assigned to you)
Weekend / Out of Office Hour Work Requirement:
ADHOC weekend and out of office hours’ activities - Participation for such activities is a requirement for this position. The scope of these activities are generally simple and vary from Power Down, verifications, desk moves, etc. Out of Office Hour activities are not frequent and will be made known in advance.
