ATM Service Desk Specialist

Thales Group; Singapore; On-site; SGD 60,000 - 100,000; Full time

Job summary

Thales Group in Singapore is seeking a proactive Customer Support/Service Delivery specialist to manage customer inquiries, incidents, and service requests. You will coordinate with internal teams to meet SLAs, monitor service health, gather customer feedback, and build strong relationships with customers and stakeholders.

The role requires ITIL knowledge, excellent communication, and the ability to multitask in a fast-paced, safety-critical environment.

Qualifications

• Experience in a customer service or support role, preferably in regulated or safety-critical environments.
• Strong understanding of service management principles (e.g., ITIL) and customer support processes.
• Excellent verbal and written communication skills with technical and operational stakeholders.
• Ability to multitask and manage competing priorities in a fast-paced setting.
• Knowledge of ATM systems, surveillance, communications, navigation, or data services is advantageous.
• Proficiency with customer service management tools and Microsoft Office applications.
• Experience in facilitating service reviews and capturing customer feedback.

Responsibilities

• Act as the first point of contact for customer inquiries, service requests, and incident reports.
• Coordinate with internal AMS teams to ensure clear, timely communication and status updates.
• Log, prioritize, and track incidents and service requests through resolution per SLAs.
• Maintain records of interactions, issues, and actions taken.
• Monitor service performance indicators and report to SDMs and service managers.
• Build and maintain relationships with operational and technical customer contacts.
• Coordinate with teams for planned changes and communicate disruptions to customers.

Skills

ITIL knowledge

Communication skills

Multitasking

ATM systems

MS Office

Stakeholder engagement

Incident management

Tools

MS Office

Job description

Thales Group in Singapore is seeking a proactive Customer Support/Service Delivery specialist to manage customer inquiries, incidents, and service requests. You will coordinate with internal teams to meet SLAs, monitor service health, gather customer feedback, and build strong relationships with customers and stakeholders.

The role requires ITIL knowledge, excellent communication, and the ability to multitask in a fast-paced, safety-critical environment.