Operations Support Analyst

AvePoint; Singapore; On-site; SGD 39,060 - 50,220; Full time

Job summary

A technology solutions provider in Singapore is looking for an Operations Support Analyst. This role involves providing technical support to end users, resolving incidents, and striving for continuous improvement. The ideal candidate should have a diploma in IT, experience in technical support, excellent communication skills, and proficiency in Microsoft Office. Proactive attitude and ability to work independently are essential. This position requires flexibility for varied shifts and potential on-call availability.

Qualifications

• Experience in technical support and ticketing systems.
• Excellent interpersonal and communication skills.
• Resourceful and adaptable with minimal supervision required.

Responsibilities

• Provide technical support to end users.
• Document and resolve incidents and service tickets.
• Strive for continuous service improvement.

Skills

Technical support

Customer service mindset

Communication skills

Team player

Proficiency in MS Office

Education

Diploma from a recognized polytechnic (preferably IT related)

Tools

Atlassian JIRA

Confluence

Job description

Overview

As An Operations Support Analyst, You Will

Responsibilities

• Provide technical support to end users on various technical issues and problems relating to hardware and software.
• Respond to, document, resolve or escalate incidents, change requests or service tickets in a timely manner in accordance with Service Level Agreements.
• Uphold the service level requirements and strive for continuous service improvement by providing quality technical support to end users.
• Might be required to be on standby with on-call availability, varied shifts including nights, weekends and holidays.
• Able to identify interdependencies when analysing problems and develop creative solutions with supervision.
• Displays sound judgement when making decisions and demonstrates initiative when situation calls for action.

Experience And Skills Needed

• Diploma from a recognized polytechnic (preferable IT related).
• Prior experience in technical support and usage of ticketing systems.
• Excellent interpersonal and communication (verbal and written) skills with demonstrated customer service mindset and ability to engage multiple stakeholders.
• A team player.
• Resourceful, adaptable and able to work with minimal supervision. Proactive and self-motivated with the ability to focus on priorities and deliver in a fast-paced environment.
• Internet-savvy and proficient in using MS Office, especially Outlook, Word, PowerPoint and Excel.
• Basic knowledge of Atlassian JIRA, preferably also with knowledge of Confluence (Value Added Service).

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