Associate IT Support Specialist

Clariant; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading global chemical company in Singapore is seeking an IT Support Specialist to ensure operational continuity and effective service delivery. You will manage service requests, oversee IT infrastructure, and collaborate with global teams to enhance IT operations. Candidates should have experience in managing IT support and proactively drive process improvements. This position offers an opportunity to contribute significantly to IT efficiency.

Qualifications

• Experience in managing IT service requests and support.
• Proficient in software installation and updates.
• Ability to analyze ticket trends and recommend improvements.

Responsibilities

• Handle IT support requests through multiple channels.
• Coordinate with field engineers for issue resolution.
• Monitor and ensure SLA adherence for all tickets.

Job description

You will play a vital role in ensuring seamless IT support and operational continuity by efficiently managing service requests, driving resolution in line with SLAs, collaborating with global teams, and enhancing service delivery through data-driven insights, vendor management, and proactive process improvements.

Your responsibilities will include handling IT support requests through phone, email, or ticketing system, installing and updating software to ensure systems' security and up-to-date status, coordinating with field engineers for prompt issue resolution within SLA timelines, and collaborating with Local and Global IT teams to achieve seamless issue resolution.

You will be responsible for monitoring SLA adherence, ensuring timely assignment and first response to all tickets, analyzing ticket trends to identify recurring issues and driving process improvements, investigating high-volume ticket categories, addressing root causes, and recommending preventive solutions.

Additionally, you will oversee vendor lifecycle management from onboarding to renewal or exit, track vendor performance, and ensure compliance with agreed SLAs. You will also assist in IT budget planning, forecasting, and managing invoice/billing processes to contribute to the overall efficiency of IT operations.