IT Service Desk Specialist

Flintex Consulting Pte Ltd; Singapore; On-site; SGD 36,000 - 50,000; Full time

Job summary

A leading IT consulting firm in Singapore is looking for an IT Service Desk Specialist. The role focuses on delivering exceptional customer service and technical support, addressing user incidents, and ensuring efficient service management. The ideal candidate will have a diploma in IT, strong problem-solving skills, and experience in a service desk environment. This position works Monday to Friday from 8 AM to 5 PM.

Qualifications

• Minimum 1 year of customer service experience in a Technical Service Desk environment preferred.
• ITIL-related certifications are advantageous.
• Microsoft-related certifications are a plus.
• Apple-related certifications are a plus.

Responsibilities

• Deliver exceptional customer service by addressing customer needs.
• Manage incidents reported by users through the Service Desk Portal.
• Resolve IT issues to restore services within the SLA.
• Escalate unresolved issues to appropriate teams.
• Provide updates to customers on outstanding issues.
• Document customer interactions in the Service Desk System.
• Support learning environments with IT and audio-visual equipment.
• Oversee the life cycle management of IT assets.
• Conduct upgrades to PC hardware and software.
• Stay updated on product knowledge and policies.
• Execute additional responsibilities as directed.

Skills

Analytical skills

Problem-solving skills

Customer service skills

Teamwork

Time management

Verbal communication

Written communication

Hands-on approach

Education

Diploma or degree in an IT-related discipline

Tools

Microsoft Windows 10

Apple iOS

Apple macOS

Microsoft Office 365

Google Workspace

Job description

Position Objective

The IT Service Desk Specialist is a highly motivated professional with expertise in technical support, specialising in troubleshooting and analysis. This role is dedicated to delivering superior customer service and ensuring that unresolved issues and inquiries are escalated promptly in accordance with established protocols and Service Level Agreements (SLAs).

As an integral member of the IT Service Desk team, the specialist provides Level 0 and Level 1 support for IT incidents and service requests. They act as the primary point of contact for all user incidents, requests, and general communications.

Furthermore, the specialist is committed to enhancing user awareness of IT-related issues and promoting the appropriate utilisation of IT services and resources.

Responsibilities

Key duties and responsibilities are not limited to those listed below:

• Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns.
• Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications.
• Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA).
• Escalate unresolved issues or additional support requests to the appropriate support team.
• Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels.
• Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT Service Desk Management System.
• Provide end-user support for classroom technology to educators, assisting with IT and audio-visual equipment such as Interactive TVs, Apple TV, projectors, and associated applications to expedite the return to normal classroom activities.
• Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses.
• Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications.
• Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information.
• Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the School.

Position Requirements

• Strong analytical and problem-solving skills are essential. The ability to think creatively and identify technical issues for effective resolution is important.
• Practical knowledge and experience in providing IT Service Desk support are required.
• A high standard of customer service skills is necessary.
• Demonstrated ability to work effectively in a team environment, coupled with excellent time management and organizational skills.
• Capable of handling multiple tasks at the same time.
• Proficiency in English, with clear and concise verbal and written communication skills, is important.
• A hands‑on approach with the capacity to quickly learn and apply new systems in the work environment is essential.
• Proven ability to provide support for the following:

• Microsoft Windows 10 and later
• Apple iOS
• Apple macOS
• Microsoft Office 365 application suite
• Google Workspace (formerly G Suite)
• IT hardware support for both Apple and Windows devices

Qualifications

You have:

• A diploma or degree in an IT-related discipline.
• Minimum 1 year of Customer Service Experience in a Technical Service Desk environment preferred.
• Advantage if you have:

• ITIL-related certifications
• Microsoft-related certifications
• Apple-related certifications

Working hours

• Mon to Fri, 8am to 5pm