SLA-Driven Service Desk Lead | Ticket & Customer Care

Jobline Resources Pte Ltd; Singapore; On-site; SGD 38,000 - 52,000; Full time

Job summary

Jobline Resources Pte Ltd is seeking a proactive Support Specialist to manage and monitor customer tickets, ensure updates are timely, and collaborate with internal teams to resolve issues. The role emphasizes clear communication, documentation, and adherence to SLAs.

The ideal candidate will have proven technical support experience, strong written and verbal communication skills, and the ability to handle multiple tickets under SLA. Familiarity with ITSM tools is a plus.

Qualifications

• Proven experience in a technical support, service desk, or service coordination role.
• Strong written and verbal communication skills, with ability to explain technical information clearly to non-technical customers.
• Good organizational skills with the ability to manage multiple tickets and priorities simultaneously.
• Ability to work collaboratively in a team environment.
• Familiarity with ticketing or ITSM tools is preferred.
• Experience working in an SLA-driven, customer-facing environment is an advantage.
• Basic understanding of incident, problem, and change management concepts is a plus.

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 escalation 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 experience

Communication skills

Organizational skills

Team collaboration

ITSM tools familiarity

SLA-driven environment

Incident/Problem/Change concepts

Tools

ITSM tools

Job description

Jobline Resources Pte Ltd is seeking a proactive Support Specialist to manage and monitor customer tickets, ensure updates are timely, and collaborate with internal teams to resolve issues. The role emphasizes clear communication, documentation, and adherence to SLAs.

The ideal candidate will have proven technical support experience, strong written and verbal communication skills, and the ability to handle multiple tickets under SLA. Familiarity with ITSM tools is a plus.