Helpdesk Support

OPUS IT SERVICES PTE LTD; Singapore; On-site; SGD 45,000 - 65,000; Full time

Job summary

A leading IT services company in Singapore is looking for an Issue Management professional to serve as the first point of contact for incidents. Responsibilities include logging calls, providing initial troubleshooting, escalating unresolved issues, and preparing reports. Candidates should be effective communicators with good organizational skills.

Responsibilities

• Log all incoming calls and emails to facilitate effective incident processing.
• Identify impact, urgency, and priority of incidents.
• Provide initial troubleshooting and support for incidents.
• Escalate unresolved incidents to the appropriate team and monitor progress.
• Seek closure confirmation from the user after resolution.
• Serve as the first point of contact for all incidents.
• Prepare issue statistics for reporting.
• Prepare daily, weekly, and monthly reports.
• Liaise with clients to clarify and assign issues.
• Track and report on issue resolution.
• Assess common issues and suggest improvements.
• Report on operations to maintain system stability.

Job description

Issue Management: Log all incoming calls and email and record sufficient information to facilitate effective incident processing. Identify the impact, urgency, and priority of incidents.

Provide initial troubleshooting and support for incidents.

Escalate incidents that cannot be resolved by the service desk to the appropriate Application Maintenance team and monitor progress.

Seek confirmation for closure from the user when resolution is provided.

Serve as the first point of contact for all incidents.

Prepare issues statistics for reporting purposes.

Prepare daily, weekly, and monthly reports for daily monitoring.

Liaise with clients to clarify issues and assign issues to teams for resolution.

Track and report on issues resolution.

Assess common issues and suggest improvement points.

Track and report on day-to-day operations to maintain system stability.

Working hours can be staggered, with coverage from 8am to 8pm. For example, one person can work from 8am to 5:30pm, and another person can work from 10:30am to 8pm.