Ops Support Executive, Digital Care

NCS Pte Ltd; Singapore; On-site; SGD 45,000 - 78,000; Full time

Job summary

NCS Pte Ltd in Singapore is seeking a seasoned service desk professional to lead the end-user support team and deliver first level technical assistance across desktops, notebooks, tablets, and smartphones. You will respond via phone, email, and remote tools, act as an escalation point, and uphold service management principles.

Joining NCS means supporting a fast-paced environment in APAC, coaching staff, coordinating incident management, and ensuring my team logs all interactions in the service

Qualifications

• Minimum 3 years of end-user support or service desk experience.
• Proficient in spoken and written English.
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones.
• Knowledge of Windows OS, Active Directory, and Microsoft Office applications.
• ITIL 4 Foundation (preferred).

Responsibilities

• Manage service desk team and provide first level technical support.
• Respond to support queries via phone, email, and remote desktop tools.
• Act as escalation point for unresolved cases.
• Promote customer service ethic and service management principles.
• Report significant issues to service desk managers.
• Take responsibility for incident management and request fulfilment.
• Ensure staff take ownership of user problems proactively.
• Ensure all calls and emails are logged in service desk system.
• Allocate complex cases to appropriate IT support members.
• Arrange for external support when issues cannot be resolved at L1.
• Manage service quality assessments and coach staff.
• Provide domain training to new joiners.

Skills

End-user support

Service desk

English communication

Desktop & mobile support

Education

ITIL 4 Foundation

Tools

Active Directory

Windows OS

Microsoft Office

Job description

NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

• Manage service desk team and provide first level technical support
• Respond to support queries via phone, email, and remote desktop tools
• Act as escalation point for unresolved cases
• Promote customer service ethic and service management principles
• Report significant issues to service desk managers
• Take responsibility for incident management and request fulfilment
• Ensure staff take ownership of user problems proactively
• Ensure all calls and emails are logged in service desk system
• Allocate complex cases to appropriate IT support members
• Arrange for external support when issues cannot be resolved at L1
• Manage service quality assessments and coach staff
• Provide domain training to new joiners

Qualifications

• Minimum 3 years of end-user support or service desk experience
• Proficient in spoken and written English
• Strong technical skills in supporting desktops, notebooks, tablets, and smartphones
• Knowledge of Windows OS, Active Directory, and Microsoft Office applications
• Familiarity with day-to-day service desk operations
• ITIL 4 Foundation (preferred)

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.