Service Desk Coordinator

Singapore Institute of Management; Singapore; On-site; USD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Associate to join their dynamic team. This role offers a 2-year full-time contract with the potential for permanent employment, along with eligibility for annual bonuses. The successful candidate will handle incoming requests, troubleshoot IT and AV issues, and ensure smooth classroom operations. If you're passionate about customer service and have a solid background in IT, this is an excellent opportunity to grow your career in a supportive environment.

Benefits

AWS/Variable Bonuses

Annual Increment

Qualifications

• Minimum 2 years of experience in Service Desk or helpdesk.
• Diploma holders in IT or related fields preferred.

Responsibilities

• Respond to calls, emails, and tickets from users and process cases accurately.
• Perform first-level troubleshooting for IT and AV issues.

Skills

IT Knowledge

AV Knowledge

Microsoft Office

Customer Service

Education

Diploma in IT or related field

Tools

Case Management Tools

Job description

The successful candidate will be awarded a 2-year full-time contract with eligibility for AWS/Variable bonuses and an Annual Increment. The role is convertible to permanent employment.

Job Description

1. Respond promptly to incoming calls, emails, and tickets from SIM and SUSS users, process each case accurately, and assign the appropriate severity level.
2. Perform first-level troubleshooting for IT and AV issues. Escalate cases to relevant technical teams if beyond scope.
3. Be proficient in the day-to-day operations of the SIM Service Desk, including handling case management tools and adhering to support procedures.
4. Monitor classroom systems (via CCS) remotely, providing support for issues related to classroom access, audio-visual equipment, PCs, and lighting.
5. Follow the classroom preparation checklist to ensure CCS has activated the required systems before scheduled classes.
6. Track and update the CCS scheduling system promptly when changes in classroom usage or bookings occur.
7. Maintain accurate logs and records of support activities, including incident reports and follow-up actions.
8. Apply standard phone handling procedures, along with knowledge of IT systems, AV systems, and Estates processes, to ensure efficient call resolution and escalation.

Job Requirements

1. Day shift from 7 am to 4 pm, with required work on 6 Saturdays annually (either 7:30 am to 12:30 pm or 1:00 pm to 6:00 pm).
2. Diploma holders, preferably in a related field (e.g., IT).
3. Working experience in a Service Desk, helpdesk, or contact center environment.
4. IT knowledge required; AV knowledge is beneficial.
5. Well-versed in Microsoft Office.
6. At least 2 years of work experience.