Help Desk Desktop Support

Avensys Consulting; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

A leading IT services provider in Singapore is seeking an Ops Support Executive (Service Desk) to join their IT Operations team. The role involves providing first-level technical support, handling customer issues, and ensuring high-quality service delivery. Ideal candidates will have strong analytical and communication skills, with proficiency in Microsoft Office 365. This position offers excellent pay and attractive company benefits.

Benefits

Excellent base salary

Attractive company benefits

Collaborative work environment

Career progression opportunities

Qualifications

• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced environment with a strong customer service mindset.

Responsibilities

• Provide first-level technical support and manage incidents.
• Handle customer technical issues via Phone, Webchat, and Email.
• Perform first and 1.5-level troubleshooting of reported incidents.
• Provide remote or face-to-face support for end-user device setup.
• Follow all organizational security and compliance policies.

Skills

Microsoft Office 365

Analytical skills

Problem-solving skills

Communication skills

Job description

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail, and supply chain.

About the Role

We are seeking a proactive and customer-focused Ops Support Executive (Service Desk) to join our IT Operations team. The ideal candidate will be responsible for providing first-level technical support, managing incidents, and ensuring high-quality service delivery through effective communication and troubleshooting.

Key Responsibilities

• Contact Management
• Handle customer technical issues via Phone, Webchat, and Email, ensuring timely and professional responses.
• Provide application usage support based on FAQs and standard procedures.
• Adhere to standard communication templates for greetings, hold messages, and closures.
• Use predefined email templates to ensure response consistency.
• Furnish timely updates to customers on outstanding issues within defined service levels.
• Incident Management
• Perform first and 1.5-level troubleshooting of reported incidents and escalate to higher-level support as required.
• Take ownership of incidents through to resolution, ensuring accurate documentation and follow-up.
• Monitor ageing incidents and escalate to the Team Lead when resolver groups delay responses.
• Use remote control tools to diagnose and resolve user issues effectively.
• Classify and prioritize incidents accurately, track progress, and provide regular status updates.
• Manage customer expectations and inform the Team Lead of unusual spikes in incident volume.
• Password Reset
• Use administrative IDs only for pre-approved incidents.
• Authenticate users thoroughly before performing password reset tasks.
• Onsite and Remote Support
• Provide remote or face-to-face support for end-user device setup, break-fix issues, and software installation.
• Handle cloning and deployment of computers for new users.
• Maintain detailed records of troubleshooting steps and resolutions.
• Compliance and Security
• Follow all organizational security and compliance policies.
• Immediately escalate any unusual or suspicious security events to management.
• Continuous Improvement & Mentorship
• For senior team members: mentor new joiners, contribute to improvement plans, and propose innovative ideas to optimize workflows and processes.

Required Skills & Qualifications

• Mandatory Skills: Microsoft Office 365
• Supporting Skills: ITIL Foundation (preferred)
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced environment with a strong customer service mindset.

What’s On Offer

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [e-mail]. Your interest will be treated with strict confidentiality.

Consultant Details

Consultant Name: Abinaya R

Reg No: R1765546

Avensys Consulting Pte Ltd

EA Licence 12C5759

Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and Avensys\' privacy policy.