Help Desk Senior Specialist

Purpose IDEMIA; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading technology and services company in Singapore is seeking a Service Desk Agent to provide customer support at Changi Airport. This role requires managing incoming calls and monitoring system alerts, along with a strong emphasis on customer communication. The ideal candidate will have 1-2 years of IT Ops management experience and excellent communication skills. The position involves working 12-hour shifts in a dynamic environment.

Qualifications

• 1 - 2 years of IT Ops management with customer management experience.
• 1 - 2 years of remote IT support experience.
• Cloud administration knowledge is a plus.

Responsibilities

• Manage calls and emails, provide customer tracking and follow up.
• Monitor system status and alerts, investigate abnormalities.
• Handle end-to-end ticket management respecting SLA.

Skills

Excellent communication skills

Fluent in English

Ability to multi-task

Customer Service

Information Technology

Technical Support

Tools

Active Directory

ITIL knowledge or certification

Job description

Purpose

IDEMIA is looking for Service Desk Agents to work with us at Changi Airport with a great team with lots of potential for learning and growing.

Key Missions

• Round the clock management of all incoming calls, emails and other approved channels providing response to customer tracking and follow up
• Round the clock monitoring of system status and alerts ensuring all abnormalities and alerts are investigated and escalated
• End to end ticket management from creation till closure respecting SLA or SLO requirements and escalating in event of potential breaches
• Perform impact assessment based on questionnaire and accord handling based on assessed impact level
• Perform first level triage based on documented SOPs and escalated in accordance with escalation matrix
• Document ticket updates and ensure proper communication or reporting to customers on ticket progress
• Report generation

Profile & Other Information

• Excellent communication skill and fluent in English both written and spoken
• Ability to maintain professional disposition and meticulous work under challenging conditions
• Fast learner with ability to think on their feet
• Ability to multi-task when required
• Team player with ability to work solo and unsupervised
• Possess acute situational awareness
• 1 - 2 years of IT Ops management with direct customer management experience
• 1 - 2 years of remote IT support experience
• Cloud administration knowledge is a plus
• ITIL knowledge or certification is a plus
• Must be able to work on 12-hour shifts for 24 / 7 environment and be on standby when required
• Must be able to work at Changi Airport

Required Experience

Senior IC

Key Skills

user account, Active Directory, Customer Service, Information Technology, desk support, End user, Project Management, Phone Calls, service levels agreement, Desk Staff, Ltil, Procedures, Setup, hardware, Technical Support

Employment Type

Contract

Experience

years

Vacancy

1