Service Desk Lead & IT Support Coach

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 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