IT - User Experience Specialist

India International Insurance Pte Ltd; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading company in the insurance sector is seeking an IT Helpdesk Support Engineer to enhance end-user experience through effective IT support. The role involves troubleshooting, user support, and maintaining high service levels to ensure smooth operations. Ideal candidates will have strong technical skills and a customer-centric approach.

Qualifications

• Experience in IT support roles, particularly in desktop support and basic network troubleshooting.
• Strong customer service orientation and communication skills.
• Ability to manage helpdesk tickets efficiently.

Responsibilities

• Provide first-line support for IT-related issues and troubleshoot hardware/software problems.
• Perform initial network troubleshooting and collaborate with network teams.
• Log helpdesk tickets and provide regular reports on activities.

Skills

Troubleshooting

Customer Service

Communication

Technical Support

Job description

Objective:

To provide comprehensive IT support services for III’s end-user experience, desktop support, basic network troubleshooting, and reporting, ensuring smooth and efficient operations. The IT Helpdesk Support Engineer will deliver timely, high-quality service to maintain and enhance the overall IT experience for end users.

Key Responsibilities

1. End-User Experience & Desktop Support

• Provide first-line support to III’s employees for all IT-related issues, including software, hardware, and peripheral troubleshooting.

• Set up and maintain desktops, laptops, and mobile devices, ensuring compliance with III’s IT standards.

• Assist with onboarding and offboarding processes, including user account setups, profile configurations, and deactivation of accounts.

• Troubleshoot and resolve technical issues both in-person and remotely, focusing on minimizing downtime and disruptions to business operations.

• Offer project support and solutions to enhance user experience, ensuring high customer satisfaction levels.

2. Basic Network Support

• Perform initial network troubleshooting (connectivity issues, VPN, Wi-Fi, etc.) and escalate unresolved problems to the network team.

• Collaborate with network administrators to ensure a stable and secure user environment.

3. Reporting and Documentation

• Log and manage helpdesk tickets efficiently in the ticketing system, tracking status, resolution times, and user satisfaction.

• Provide regular reports on helpdesk activities, common issues, resolution times, and trends to the User Experience Lead.

• Maintain clear and accurate documentation of procedures, resolutions, and frequently asked questions for both users and the support team.

4. Service Level Expectations

• Respond to user requests promptly, aiming for first-time resolution where possible.

• Prioritize and escalate issues according to defined service levels and criticality of business impact.

• Ensure high availability and excellent customer service to all III’s employees, fostering a positive user experience.

5. Overtime, Public Holidays, and Weekends

• If required to work overtime, weekends, or public holidays, the engineer must seek prior approval from the User Experience Lead.

Reporting Line:

The IT Helpdesk Support Engineer will report to the User Experience Lead, aligning with organizational objectives and enhancing end-user satisfaction.

Customer Focus:

The engineer will maintain a customer-centric approach in all interactions, emphasizing proactive communication, empathy, and efficient problem resolution to meet user needs and exceed expectations.