Service Desk Agent

Location: Singapore

Position Summary:
We are seeking a dedicated and customer-focused Service Desk Agent to provide 1st Level IT Support to users. The role involves managing incidents and queries via phone and remote-control tools, ensuring professional and timely resolutions.

Key Responsibilities:

• Deliver First Call Resolution (FCR) technical support via phone and email, responding promptly to calls and queries.
• Perform initial troubleshooting of reported incidents and escalate unresolved issues to 2nd level support as per guidelines.
• Provide regular updates to customers on the status of their issues, ensuring adherence to Service Level Agreements (SLAs).
• Maintain ownership of reported cases, following up until closure and documenting accurate, complete details.
• Manage customer expectations effectively and notify the Team Lead of any unusual surges in specific types of calls.
• Classify and prioritize incidents, tracking resolution progress and providing follow-up updates.

Ideal Candidate Should Have:

• Strong communication and interpersonal skills.
• A proactive and solution-oriented approach to problem-solving.
• Basic technical knowledge of IT systems and troubleshooting methods.
• The ability to work effectively under pressure and manage multiple priorities.

Job Description & Requirements

• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions
• Provide First Call Resolution (FCR) technical support
• Troubleshoot and investigate cause of user’s problem
• Update work information with all troubleshooting steps used in the ticketing system
• Set Incident to “Resolved” if User’s problem has been solved
• Reassign ticket if agent is unable to resolve ticket
• Work location: East

Job Overview:

We are seeking a CyberArk Support Specialist to join our team. This role focuses on supporting essential credential management for our CyberArk system and assisting users with various tasks. The ideal candidate will have hands-on experience with CyberArk, a solid understanding of change management processes, and the ability to work efficiently in a shift-based environment.

Key Responsibilities:

• User Query Management: Handle and resolve user queries related to CyberArk, providing timely and accurate support.
• Credential Assistance: Assist users in obtaining credentials for access to various systems and applications as per Part B requirements.
• Verification: Thoroughly verify the details of proposed changes before implementation to ensure accuracy and compliance.
• Shift Operations: Work in a shift-based environment, including graveyard shifts, to provide 24/7 support. Perform shift handovers and ensure continuity of operations.
• Report Generation: Generate and maintain various reports related to CyberArk activities and incidents.
• Shift Work Log: Prepare and update shift work logs, documenting key activities, issues, and resolutions.
• Mandane Tasks: Assist with routine and administrative tasks as needed to support overall operations.
• Security Policies: Adhere to and enforce security policies and procedures as governed by the organization.
• Learning and Development: Continuously update knowledge of CyberArk and related technologies. Willingness to learn new skills and adapt to evolving requirements.

Qualifications:

• Minimum of 1 years of experience with IT support, including handling user queries and managing credentials.
• Proven experience in managing change management processes and verifying change details.
• Familiarity with CyberArk PAM (Privileged Access Management) solutions is a plus point
• Any experience in other Privileged Access Management is advantageous

Shift Flexibility:

• Must be available to work in shifts, including graveyard shifts, and provide 24/7 support as required.

Interested candidates may apply through the application system. We regret to inform only Shortlisted candidates will be notified.

EA License No. 01C4394 • RCB No. 200007268E •Derrick Tiew Yong Han EA Registration No. R1877971

By sending us your personal data and curriculum vitae (CV), you are deemed to consent to PERSOLKELLY Singapore Pte Ltd and its affiliates to collect, use and disclose your personal data for the purposes set out in the Privacy Policy available at https://www.persolkelly.com.sg/policies. You acknowledge that you have read, understood, and agree with the Privacy Policy.

Responsibilities

• To assist with incident identification, logging, categorization and prioritization.
• Incident and Problem Management
• Application Support
• General Support
• Network Support
• Cyber security support
• To perform initial diagnosis, escalation and investigation of reported incidents
• To suggest resolution and recovery for reported incident.
• To close the reported incident.
• To provide any front-end support of infra / network related deployment, if required.

Requirements

• Good at Operating Systems and Desktop Support (Microsoft Windows)
• Be able to speak clear and good conversational English
• Possess good telephony skills
• Understanding Computer Hardware and Peripherals
• Network Fundamentals and Troubleshooting
• Essential Cybersecurity knowledge
• IT Service Management and Help Desk Operations

Work location: North

Working hours: Monday - Friday, Alternate Saturday

Responsibilities:

• Station and manning Help Estates;
• Assign workstation and issue out keys to the client's community based on the client's procedures;
• Assist in booking of facility and informing technical team of booking or event requirements;
• Prepare monthly report for Senior Facilities Manager for tracking Staff Suggestions, complaints, breakdown, etc received;
• Maintenance and upkeep of fault reports via computerised fault reporting module, phone calls, emails etc, checking of KPIs;
• Generate monthly reports and trends;
• Undertake any other related duties stipulated by the client;

Requirements:

• Diploma holder/ Higher Nitec/ Nitec or other relevant professional certifications or its equivalent with 3 years of relevant working experience

Responsibilities:

• Answering incoming calls and making outbound calls to customers.
• Manage incoming emails.
• Provide Live-Chat support.
• Listening attentively to customers and understanding their needs to provide appropriate solutions or assistance.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Providing exceptional customer service by addressing customer needs and concerns promptly and professionally.
• Ensuring accurate and complete documentation of customer interactions and transactions in the system.
• Keeping up-to-date with product knowledge, policies, and processes to provide accurate and relevant information to customers.

Requirements:

• Minimum 1 year Customer Service Experience in technical or non-technical call center environment
• Minimally Nitec qualifications in IT related disciplines
• Strong customer service skills, good problem-solving skills, and the ability to work well in a team environment.
• Able to manage multiple tasks simultaneously, work under pressure, and have a flexible schedule to accommodate varying shifts.
• Basic computer skills and proficiency in typing

Service Desk Engineer

We are looking for experienced full-time Service Desk engineer to provide End User Computing or Service Desk support to APAC Region in Singapore.

Job Responsibilities:

• Provide level 1.5 End User Computing support and well verse in Windows OS
• Diagnosing end-user system failures and implement repair solutions.
• Diagnosing printer and other peripheral devise failures and implement repair solutions.
• Troubleshooting network devices in order to ensure connectivity from the PC to the Network.
• Providing installation and upgrading services of hardware and software.
• Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs.
• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment

Job Requirement:

• Diploma/Bachelor’s degree in computer science / information technology or relevant field.
• At least 1-1.5 years of relevant working experiences.
• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine and instructions are usually detailed.
• Resolves routine questions and problems and refers more complex issues to higher levels.
• A good team player.
• Excellent interpersonal skills.
• Customer centric and focus on service excellence.
• Excellent problem-solving and multitasking skills.
• Good verbal and written communication skills and ability to interact with other teams.
• Working location: Central, Singapore

It would be appreciated if you can share with me your interest on the same.

Have a friend or family member who may be interested in taking the next step in their career? Help them out by referring them to Ennovatez.

You can email your resume to us at [email protected]

Key Responsibilities

• - Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
• - Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)
• - Manage installation of desktops, laptops, peripheral equipment and other IT related hardware
• - Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions
• - Perform lifecycle upgrades and projects as directed
• - Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed
• - Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2)
• - Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)
• - Provide appropriate visibility of costs related to service requests and comply to approval requirements
• - Assist the business with tablet and mobile device support to meet operational / business needs

Qualification:

• Min N/O level/Nitec/Diploma Holder

TELE me at @renovatingmyhouse or WA me at https://wa.me/+6586882353 NOW!

Interested candidates, please submit your resume to [email protected]

Celine Liew

Outsourcing Team

Recruit Express Pte Ltd (EA Licence No.: 99C4599)

• Great remuneration package
• Gainful learning opportunity

About Our Client

Global logistics leader providing one stop business solutions for it's clients

Job Description

• Provide first-level support to users in Singapore Operations and extended regions for hardware, software, and network-related issues.
• Troubleshoot and resolve technical problems promptly, escalating to higher-level support when required.
• Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.
• Support the creation and management of user accounts, permissions, and access controls.
• Monitor, assign, and report on Service Desk tickets.
• Ensure regular deployment of software updates and patches.
• Track system performance and network stability, reporting issues as they arise.
• Assist in backup and recovery procedures to maintain data integrity.
• Collaborate with IT teams to implement system upgrades and new technologies.
• Coordinate with vendors for secondary support and ensure issue resolution.
• Document reported issues, resolutions, and follow-up actions in the ticketing system.

The Successful Applicant

• Strong troubleshooting skills for Windows operating systems.
• Experience with Active Directory, Microsoft 365, and MS Office applications.
• Basic knowledge of networking concepts, including TCP/IP, DNS, and VPN.
• Proficiency in using ticketing systems such as ManageEngine-ServiceDesk or similar platforms.
• Familiarity with Windows Server is a plus.
• Diploma or bachelor's degree in computer science, Information Technology, or a related field.
• Minimum 3 years in an IT support or helpdesk environment preferred.

What's on Offer

Great remuneration package with gainful learning opportunities

Contact

Jayden Yap (Lic No: R22110369/ EA no: 18C9065)

Quote job ref

JN-112024-6601379

Phone number

+65 6416 9897

Page Personnel Recruitment Pte. Ltd.| Registration No. 201736642C

Job Description

IT Support Desk Engineer plays a critical role in ensuring the smooth operation of an organization’s IT systems, hardware, software and operational devices. The role will serve as the first point of contact for end-users experiencing technical issues, offering remote or onsite support, troubleshooting hardware and software problems, and maintaining high levels of customer satisfaction.

Skills

• Proficiency in troubleshooting Windows operating systems.
• Familiarity with Active Directory, Microsoft 365 & MS office products.
• Basic understanding of networking (TCP/IP, DNS, VPN).
• Experience with ticketing systems (like ManageEngine-ServiceDesk or Similar).
• Any Windows Server knowledge will be added advantage.

Education
• Diploma or bachelor’s degree in computer science, Information Technology, or a related field.

Experience
• Minimum 3 years in an IT support or helpdesk environment preferred.

EA Number: 11C4879

Service Desk Engineer

We are looking for experienced full-time Service Desk engineer to provide End User Computing or Service Desk support to APAC Region in Singapore.

Job Responsibilities:

• Provide level 1.5 End User Computing support and well verse in Windows OS
• Diagnosing end-user system failures and implement repair solutions.
• Diagnosing printer and other peripheral devise failures and implement repair solutions.
• Troubleshooting network devices in order to ensure connectivity from the PC to the Network.
• Providing installation and upgrading services of hardware and software.
• Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs.
• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment

Job Requirement:

• Diploma/Bachelor’s degree in computer science / information technology or relevant field.
• At least 1-1.5 years of relevant working experiences.
• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine and instructions are usually detailed.
• Resolves routine questions and problems and refers more complex issues to higher levels.
• A good team player.
• Excellent interpersonal skills.
• Customer centric and focus on service excellence.
• Excellent problem-solving and multitasking skills.
• Good verbal and written communication skills and ability to interact with other teams.
• Working location: Central, Singapore

It would be appreciated if you can share with me your interest on the same.

Have a friend or family member who may be interested in taking the next step in their career? Help them out by referring them to Ennovatez.

You can email your resume to us at [email protected]

Service Desk Engineer

We are looking for experienced full-time Service Desk engineer to provide End User Computing or Service Desk support to APAC Region in Singapore.

Job Responsibilities:

• Provide level 1.5 End User Computing support and well verse in Windows OS
• Diagnosing end-user system failures and implement repair solutions.
• Diagnosing printer and other peripheral devise failures and implement repair solutions.
• Troubleshooting network devices in order to ensure connectivity from the PC to the Network.
• Providing installation and upgrading services of hardware and software.
• Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs.
• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment

Job Requirement:

• Diploma/Bachelor’s degree in computer science / information technology or relevant field.
• At least 1-1.5 years of relevant working experiences.
• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine and instructions are usually detailed.
• Resolves routine questions and problems and refers more complex issues to higher levels.
• A good team player.
• Excellent interpersonal skills.
• Customer centric and focus on service excellence.
• Excellent problem-solving and multitasking skills.
• Good verbal and written communication skills and ability to interact with other teams.
• Working location: Central, Singapore

It would be appreciated if you can share with me your interest on the same.

Have a friend or family member who may be interested in taking the next step in their career? Help them out by referring them to Ennovatez.

You can email your resume to us at [email protected]

We are looking for an Assistant Engineer to be an essential member of a 24/7 Service Desk to ensure high availability of our customer’s enterprise IT services and to restore normal IT service to affected users as quickly as possible.

Responsibilities:

• Monitor enterprise IT networks and server systems
• Act as a single point of contact to customers/users, resolver groups, third party service providers and other departments
• Respond to hotline calls and e-mails within agreed timescales
• Take ownership of incidents/service requests reported by users, track the incidents/service requests, to ensure closure within agreed timescales
• Maintain documentation and comprehensive records of issues and problems

Requirements

• Diploma in Electronics Engineering, Information Technology, Computer Science, Computer Engineering or equivalent
• 1 to 2 years of working experience.
• Strong teamwork and communication skills
• Excellent customer service skills
• Prior experience in Network Operations Centre (NOC) environment preferred but not required

Service Desk Engineer

We are looking for experienced full-time Service Desk engineer to provide End User Computing or Service Desk support to APAC Region in Singapore.

Job Responsibilities:

• Provide level 1.5 End User Computing support and well verse in Windows OS
• Diagnosing end-user system failures and implement repair solutions.
• Diagnosing printer and other peripheral devise failures and implement repair solutions.
• Troubleshooting network devices in order to ensure connectivity from the PC to the Network.
• Providing installation and upgrading services of hardware and software.
• Configuration and troubleshooting of phones and other mobile devices, tablets, and PDAs.
• Setup and troubleshooting audio/video equipment such as projectors and video conference equipment

Job Requirement:

• Diploma/Bachelor’s degree in computer science / information technology or relevant field.
• At least 1-1.5 years of relevant working experiences.
• Knowledge of multiple manufacturers and operating systems.
• Excellent troubleshooting capability.
• Using established procedures and working under immediate supervision, performs assigned tasks.
• Work is routine and instructions are usually detailed.
• Resolves routine questions and problems and refers more complex issues to higher levels.
• A good team player.
• Excellent interpersonal skills.
• Customer centric and focus on service excellence.
• Excellent problem-solving and multitasking skills.
• Good verbal and written communication skills and ability to interact with other teams.
• Working location: Central, Singapore

It would be appreciated if you can share with me your interest on the same.

Have a friend or family member who may be interested in taking the next step in their career? Help them out by referring them to Ennovatez.

You can email your resume to us at [email protected]

Key Responsibilities

• - Configure and manage customer workstation, portable computing devices and peripherals (Following defined imaging and deployment processes)
• - Perform daily support (moves, adds, changes, etc.) for desktops, laptops, peripheral equipment and other IT related hardware (ex. VOIP Phones, A/V support as applicable for your region, etc.)
• - Manage installation of desktops, laptops, peripheral equipment and other IT related hardware
• - Training users in various situations, educating them regarding use of hardware, its software and related systems. Training would be brief, one-on-one, small group, ad-hoc and hands on "How-to" instructions
• - Perform lifecycle upgrades and projects as directed
• - Manage priorities based on Service requests and incident tickets while regularly updating tickets to reflect work performed
• - Troubleshoot and repair hardware and/or Software for desktops, laptops, peripheral equipment and other IT related hardware (Tier 1/2)
• - Coordinate activities with third party vendors as needed (Order fulfillment, Warrantees, Project Needs, Vendor relations / feedback, and so forth)
• - Provide appropriate visibility of costs related to service requests and comply to approval requirements
• - Assist the business with tablet and mobile device support to meet operational / business needs

Qualification:

• Min N/O level/Nitec/Diploma Holder

TELE me at @renovatingmyhouse or WA me at https://wa.me/+6586882353 NOW!

Interested candidates, please submit your resume to [email protected]

Celine Liew

Outsourcing Team

Recruit Express Pte Ltd (EA Licence No.: 99C4599)

Company Description

OOM Institute, an extension of OOM Marketing Agency, has broadened its scope to become a premier educational platform. It provides in-depth courses, workshops, and consultancy services tailored to enhance professionals' expertise in digital marketing.

• Location - Central, near Bugis MRT
• 5 days a week, 8.30am to 6.30pm
• Basic $2,800 - $3,300

Roles & Responsibilities:

Admin and Operations

• Conduct administrative and operational tasks of the Training Centre
• Liaise with learners, trainers and related departments & organisations to ensure programmes run smoothly
• Manage administrative work (Attendance, preparation of course materials and course enrolment process etc)
• Coordinate and oversee training schedules to ensure adherence to SOPs
• Supports and contributes to the company's continuous improvement and training programs.

Learner’s Management

• Collaborate with the sales and marketing team to execute effective strategies for promoting training courses and maximising enrolment rates.
• Build and maintain strong relationships with learners, to achieve high customer satisfaction
• Provide quality customer experience through understanding of their queries and needs through email, walk-in and calls
• Ensure that all customer enquiries or feedbacks are satisfactorily managed, resolved and closed within agreed timeframe
• Facilitate effective learning experiences for participants

Job Requirements:

• Possess a Diploma or Degree in any discipline
• Experience in customer service or contact centre will have an added advantage
• Willing to work on weekends and/or public holidays.
• Computer literacy e.g. Excel, PowerPoint, MS Word, Google Docs, Sheet

Interested applicants, click APPLY NOW or text your resume to +65 9759 6862.

Only shortlisted applicants will be notified.

诚聘前台收银员 Front Desk Receptionist

全职 Full Time

欢迎新加坡，永久居民，马来西亚，越南，台湾，中国或LTVP持有人申请

Welcome all Pass Holders to apply

工作地点: 新加坡 - 多个地点

全岛 6 間分店 , 地铁站附近

6 outlets islandwide; Multiple locations, Near MRT stations

了解更多信息，请电/ Whatsapp我们：+65 97499906

a) 8.30am to 6.00pm (Monday to Friday) and
b) 8.30am to 5.30pm (Monday to Friday), 8.30am to 12.30pm (Alternate Saturday)

Duties:

Outbound Call Associate
• Proactive contact and engage customers to gather critical information through survey, telemarketing activities
• Meet and achieve the individual and company’s key performance indicators
• Acquire a strong knowledge of the products and services, culture and processes
• Provide quality customer service and prompt follow-up to customers over the phone and/or email
• Listen to customers’ needs, probe to redirect to the intent of the question and offer alternative solution
• Resolve customer queries efficiently and escalate issues promptly
• Submit regular reports to Team Lead and propose new ideas and strategies to improve work performance
• Other duties as assigned by Team Lead and/or Branch Head
Front Desk Floater – Customer Service Associate
• Flexible to be deployed to various locations around Singapore: Careers Connect (Woodlands/Paya Lebar), etc.
• Proactive manage all front desk duties over the counter, phone and email
• Identify, profile and tier customers to the types of services that are relevant to their needs
• Ensure smooth customer transactions at all times and provide quality customer services
• Perform administrative duties, manage appointments and register customers
• Prepare room logistics and necessary materials
• Other duties as assigned by Team Lead and/or Branch Head

Requirements:

• Candidate with prior experience in outbound call preferred
• Candidate with prior experience in front desk management preferred
• Basic Computer knowledge (Microsoft Excel and Word)
• Have a pleasant disposition with a positive attitude
• Excellent in customer service delivery
• Organised, self-motivated, and result-oriented individual
• Demonstrate a sense of urgency and work well under pressure as an individual and in a team
• Good verbal & written communication and interpersonal skills
• GCE ‘O’ levels and above

To Apply:

Please submit your LATEST resumes to [email protected] with the following details in MS Word format:

- Position applying for
- Current/Last remuneration
- Expected remuneration
- Notice period

We regret that only shortlisted candidates will be notified.

Lee Keck Ying | EA License No : 06C4642 | EA Reg No : R1877544

PC Deployment and Configuration

• Install, configure, and deploy personal computers and related peripherals, including desktops, laptops, monitors, and printers.
• Ensure that all PCs are set up according to company standards, including operating systems, software applications, and security protocols.
• Perform hardware and software upgrades as needed.

Troubleshooting and Technical Support:

• Provide technical support to end-users for PC-related issues, including hardware and software problems.
• Escalate complex problems to the appropriate IT teams when necessary.

Maintenance and Upkeep:

• Conduct routine maintenance on PCs to ensure optimal performance and security.
• Perform system updates, patches, and antivirus scans.
• Manage inventory of PC hardware and software licenses.

Documentation:

• Maintain accurate records of PC configurations, repairs, and maintenance activities.
• Updates of support tickets and resolutions details on job completion.

Job Requirements:

• Diploma / Nitec in IT, Computer Engineering, Electrical, Electronic or relevant
• Welcome entry level (Training provided from basic)
• 5 days work (Monday to Friday)
• Islandwide work locations (Mostly in the East areas)
• Salary $2300 - $2800

Interested applicants please send in your MS Word resume. Shortlisted candidates will be contacted very soon. Thank you.

Outbound Call Associate

• Proactive contact and engage customers to gather critical information through survey, telemarketing activities

• Meet and achieve the individual and company’s key performance indicators

• Acquire a strong knowledge of the products and services, culture and processes

• Provide quality customer service and prompt follow-up to customers over the phone and/or email

• Listen to customers’ needs, probe to redirect to the intent of the question and offer alternative solution

• Resolve customer queries efficiently and escalate issues promptly

• Submit regular reports to Team Lead and propose new ideas and strategies to improve work performance

• Other duties as assigned by Team Lead and/or Branch Head

Front Desk Floater – Customer Service Associate

• Flexible to be deployed to various locations around Singapore: Careers Connect (Woodlands/Paya Lebar), etc.

• Proactive manage all front desk duties over the counter, phone and email

• Identify, profile and tier customers to the types of services that are relevant to their needs

• Ensure smooth customer transactions at all times and provide quality customer services

• Perform administrative duties, manage appointments and register customers

• Prepare room logistics and necessary materials

• Other duties as assigned by Team Lead and/or Branch Head

• Candidate with prior experience in outbound call preferred

• Candidate with prior experience in front desk management preferred

• Basic Computer knowledge (Microsoft Excel and Word)

• Have a pleasant disposition with a positive attitude

• Excellent in customer service delivery

• Organised, self-motivated, and result-oriented individual

• Demonstrate a sense of urgency and work well under pressure as an individual and in a team

• Good verbal & written communication and interpersonal skills

• GCE ‘O’ levels and above

a) 8.30am to 6.00pm (Monday to Friday) and

b) 8.30am to 5.30pm (Monday to Friday), 8.30am to 12.30pm (Alternate Saturday)

Job Description & Requirements

Operation Hour Staggered 8.5hr Shift – Between 7.30am to 7.30pm (SGT)

• All deliverables and correspondence be written in readily comprehensible English Language.

• The Service Desk representatives shall be proficient in written and spoken English to provide instructions, offer advisory services, training and any other submissions as required.

Pre-requisites

• Familiar with Service Desk day to day Operation. This requirement does not include those with Customer Service Experience in a non-technical call center environment.

• To have a minimum of 3-year end-user support experience, desktop, or technical service desk. Minimally 3-year experience in leading a Service Desk team of at least 15 agents.

• To have the in-depth technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications.

• Experience in Situational Management to provide Ad-hoc instructions to the team.

• Experience in Gap Analysis, Productivity, Call Statistic, and Incident Trending.

• Experience in managing Complaints, identify training needs and coaching SD agents.

• Experience in Service Level Agreement (SLA) Reports, identify Service Improvement Opportunities and recommend Action plan.

SECTION A: POSITION SUMMARY

Manage Service Desk team to deliver flawless customer service in managing incident restoration and service level agreements and monitoring the duties of the service desk team members to ensure that client inquiries are promptly attended to.

SECTION B: KEY RESPONSIBILITIES AND RESULTS

1. Manage and lead the Service Desk and staffs to provide 1st level technical support.

2 Act as a further escalation point for unresolved or escalated cases and provide guidance to the team.

3. Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles.

4. Report to SD managers on any issue that could significantly impact the SLA and recommends action plan.

5. Take overall responsibility for incident management and request fulfilment (if any).

6. Ensure staffs take ownership of user’s incidents and be proactive when dealing with user’s incidents.

7. Ensure all calls and emails are logged in the Service Desk logging system as per operating procedure.

8. Allocate more complex calls and emails to the relevant IT Support member.

9. Arrange for external technical support where problems cannot be resolved within L1

10. Manage Service Quality Assessment and Coach the agents on proper handling approaches.

11. Provide Domain Briefing/ Training to new joiners.

12 Able to front Service Desk to stakeholders for clarification and enquiries.

诚聘前台收银员 Front Desk Cashier

全职 Full Time

欢迎新加坡，永久居民，马来西亚，越南，台湾，中国或LTVP持有人申请

Welcome all pass holder to apply

工作地点: 新加坡 - 多个地点

全岛 7 間分店 , 地铁站附近

7 outlets island wide, Multiple locations

了解更多信息，请电/ Whatsapp我们：+65 97499906

• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions
• Provide First Call Resolution (FCR) technical support
• Troubleshoot and investigate cause of user’s problem
• Update work information with all troubleshooting steps used in the ticketing system
• Set Incident to “Resolved” if User’s problem has been solved
• Reassign ticket if agent is unable to resolve ticket
• Work location: East

Title: ICT HELP DESK SPECIALIST

JD:

• Required skills:Inbound and outbound experience
  Email support experience
  
• Provide first call resolution to users who called into our hotline which is public facing, advising on issues.
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.
• Perform outbound calls to users who leave callback
• Handle emails as assigned by team leader
• Handle responses via the Chatbot Agent would need to be able to take stress of answering calls from members of public

Thanks, and Best Regards

Karanam Vijaya Kiran

(EA Registration no: R1443178)

HP: +65 92333815

Recruitment Manager

Helius Technologies Pte Ltd (EA Licence No: 11C3373)

Responsibilities:

• Effectively managing, developing, and training the service desk team.
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
• Conducting and sharing results from service and operation performance reviews.
• Promoting the service desk with senior management and working to ensure that it is properly viewed as a core business asset.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations.
• Being aware of and managing the costs of running the service desks.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Taking accountability for service delivery performance, meeting customer expectations/SLAs, and driving future demand
• Providing accurate and regular reports to the management on performance of the service delivery
• Supervising desktop management teams (Local and Offshore) to facilitate continual improvements in the desktop environment.
• Collaborating with technical design teams to set standards for software, hardware, and security
• Making sure that anti-virus updates and patches are applied effectively and promptly.

Requirements and skills:

• The ability to build a cohesive team and to manage people effectively. This includes the ability to coach and develop the team.
• A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
• An ability to balance and plan the short-term actions of the team.
• Knowledge and understanding of all relevant industry standards.
• Knowledge and understanding of best practices for service management.
• Strong communication skills, including the ability to be influential and persuasive with stakeholders.
• An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
• A complete understanding of the organization’s business.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively while setting the tone of the team through modelling and leadership.