IT - User Experience Specialist

INDIA INTERNATIONAL INSURANCE PTE LTD; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A renowned insurance company in Singapore is seeking an experienced IT Helpdesk Support Engineer to provide comprehensive IT support services, ensuring smooth operations and high-end user satisfaction. The role involves first-line support, basic network troubleshooting, and timely ticket management to enhance the overall IT experience for employees.

Qualifications

• Strong knowledge of IT support processes.
• Excellent customer service skills.
• Ability to troubleshoot hardware and software issues.

Responsibilities

• Provide first-line IT support for end-users.
• Assist with onboarding and offboarding processes.
• Troubleshoot network issues and escalate when needed.
• Log and manage helpdesk tickets effectively.
• Respond promptly to user requests and escalate as necessary.

Skills

IT support

Customer service

Troubleshooting

Network basic troubleshooting

Job description

Overview

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.

Responsibilities

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.

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.

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.

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.

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.