IT Support / Service Analyst (Contract)

STARHUB LTD.; East Region; On-site; SGD 65,000 - 90,000; Full time

Job summary

A leading telecommunications company located in Singapore is looking for an onsite Lead to report directly to the Service Delivery Manager. This role involves monitoring team performance, ensuring compliance with service level agreements, and providing solutions to complex IT issues. Candidates should have a Bachelor's degree in IT or related fields and have strong analytical skills, customer service focus, and IT Services Management experience. This position requires self-motivation and strong technical knowledge in various IT domains.

Qualifications

• Bachelor’s degree in information technology, information system, computer science, Business IT, or other relevant disciplines.
• IT outsourcing experience with proven track records preferred.
• Strong technical knowledge in IT, including EUC, systems, networks, backup/restore.

Responsibilities

• Monitor tasks to ensure compliance with standards and customer SLA.
• Organize trainings to share new techniques with team members.
• Provide solutions to complex IT issues escalated by team members.

Skills

Technical knowledge in IT technologies

Analytical and problem-solving skills

Customer service focus

Effective interpersonal skills

IT Services Management experience

Education

Bachelor's degree in IT or related fields

Tools

PowerShell

Windows OS

Job description

Job Description

• Dedicated onsite Lead reporting to Service Delivery Manager
• Regularly review and monitor tasks (completed and ongoing) to ensure compliance with standards and ensure customer SLA are met
• Monitor all team members’ performance and provide necessary advice and guidance
• Organize regular meeting and trainings to share with team members new techniques and methods to fulfil the SOP’s and SLA requirements
• Perform regular check of the operations to discover areas of weaknesses and fortify them
• Work alongside with the Service Delivery Manager, Service Desk Lead and customer resolver group on the service quality and improvement plan
• Submit reports on a regular basis to the Service Delivery Manager and customer management
• Provide solution to any complex IT issues escalated by the team members
• Suggest appropriate technologies to customer to be adopted to meet present and future demands of the business
• Perform regular appraisal of team member’s performance and devise strategies to help with improvement
• Analyze and provide new ideas for service improvement
• Manage staff movement and keep track of daily attendance and activities
• Perform other task that may be assigned by the Service Delivery Manager to fulfil customer satisfaction
• Implement and execute the SOP ensure customer satisfaction

Requirements

• Bachelor’s degree in information technology/information system/computer science, Business IT or other relevant disciplines.
• IT outsourcing experience with proven track records preferred
• Strong technical knowledge in IT technologies, including EUC, systems, networks, backup/restore, Windows OS, and PowerShell scripting
• IT Services Management experience.
• Strong customer service focus. Self-motivated and pro-active in resolving issues and identifying new opportunities on the account.
• Effective interpersonal skills, both written and presentation.
• Strong analytical and problem-solving skills, combines with the ability to provide quick resolution to problems.