IT Support / Service Analyst (Contract)

STARHUB LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology service provider in Singapore seeks a dedicated onsite Lead to manage service delivery operations. The role involves monitoring team performance, ensuring compliance with service standards, and delivering effective solutions to IT challenges. Candidates must have a Bachelor's degree in IT or related fields and experience in IT outsourcing, with a strong focus on customer satisfaction and service improvement initiatives.

Qualifications

• Bachelor's degree in relevant disciplines required.
• Proven track record in IT outsourcing preferred.
• Experience in IT Services Management expected.

Responsibilities

• Lead onsite reporting to Service Delivery Manager.
• Monitor tasks to meet standards and customer SLA.
• Provide solutions to complex IT issues.

Skills

Strong technical knowledge in IT technologies

Strong analytical and problem-solving skills

Effective interpersonal skills

Customer service focus

Education

Bachelor’s degree in information technology/information system/computer science

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.