SLA-Driven Service Delivery Specialist

ST ENGINEERING URBAN SOLUTIONS LTD.; Singapore; On-site; SGD 42,000 - 66,000; Full time

Job summary

ST ENGINEERING URBAN SOLUTIONS LTD. is seeking a capable Service Desk / Technical Support professional in Singapore to manage and monitor customer tickets through to resolution.

You will ensure tickets are categorized, prioritized, and tracked per SLAs, while providing timely updates and clear communication to customers. The role emphasizes proactive follow-up on overdue or at-risk tickets, collaboration with internal teams, thorough ticket documentation, and contributing to weekly/monthly

Qualifications

• Proven experience in a technical support, service desk, or service coordination role.
• Strong written and verbal communication skills with the ability to explain technical information clearly to non-technical customers.
• Good organizational skills with the ability to manage multiple tickets and priorities simultaneously.

Responsibilities

• Manage and monitor support tickets logged by customers, ensuring each ticket is categorized, prioritized, and tracked in accordance with SLAs.
• Update the status of tickets promptly and accurately in the support system.
• Communicate effectively with customers to provide updates on their ticket status, gather necessary information, and ensure customer satisfaction.
• Proactively follow up on overdue or at-risk tickets and elevate issues where required.
• Collaborate and follow up with internal teams to resolve customer issues efficiently.
• Maintain thorough documentation of ticket progress and resolutions.
• Support service reporting by preparing weekly and monthly reports (e.g. ticket volume, SLA compliance, recurring issues).

Skills

Technical support

Service desk

Communication skills

Ticketing tools

Tools

ITSM tools

Job description

ST ENGINEERING URBAN SOLUTIONS LTD. is seeking a capable Service Desk / Technical Support professional in Singapore to manage and monitor customer tickets through to resolution.

You will ensure tickets are categorized, prioritized, and tracked per SLAs, while providing timely updates and clear communication to customers. The role emphasizes proactive follow-up on overdue or at-risk tickets, collaboration with internal teams, thorough ticket documentation, and contributing to weekly/monthly