Operations Support Analyst (EDB)

Avepoint; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading technology firm in Singapore is seeking an Operations Support Analyst to provide technical support to end users facing hardware and software issues. The ideal candidate will possess a diploma from a recognized polytechnic, preferably in IT, and have prior experience in technical support. Excellent interpersonal and communication skills are essential, alongside the ability to work adaptively in a fast-paced environment. This role may require standby and varied shifts, including nights and weekends.

Qualifications

• Diploma from a recognised polytechnic, ideally in IT.
• Experience in technical support and ticketing systems preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Provide technical support to end users on hardware and software issues.
• Document and resolve or escalate incidents and service tickets.
• Ensure service level adherence and continuous service improvement.

Skills

Customer service mindset

Interpersonal skills

Problem-solving

Resourcefulness

Team player

Education

Diploma from a recognised polytechnic in IT

Tools

MS Office

Atlassian JIRA

Confluence

Job description

As an Operations Support Analyst, you will:

• Provide technical support to end users on various technical issues and problems relating to hardware and software.
• Respond, document, resolve or escalates incidents, change requests or service tickets in a timely manner in accordance to Service Level Agreements.
• Uphold the service level requirements and strives 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 developing creative solutions with supervision.
• Displays a sound judgement when making decisions and demonstrates initiative when situation calls for action.

Experience and Skills Needed

• Diploma from a recognised 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 mind-set 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, Power Point and Excel
• Basic knowledge of Atlassian JIRA, preferably also with knowledge of Confluence (Value Added Service)

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