Jobs in Singapore

As a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.

The scope of responsibilities includes the following:

• Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).
• Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
• Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
• Escalate unresolved issues to relevant next level support team (L2/L3).
• Ensure effective management of all incident priorities including Major Incidents, Priority 1, 2, 3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk.
• Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process.
• Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards.
• Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.
• Perform regular out of office hours on call duties as per operational needs.
• Oversee DSAT feedbacks and take corrective action.
• Handle account provisioning across various system platforms (Active Directory, GSuite email account, Windows, Linux etc) for staff and generic accounts such as service accounts, admin account or FTP.
• Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
• Provide reports upon stakeholder requests to list the active users or users associated with a specific application.
• Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration.
• Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following: OS imaging, deployment, upgrade, and tracking (Windows and Mac); Endpoint device management; Hardware refresh.
• Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team.
• Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.
• Communicate effectively with end-users, keeping them informed of the status of incidents and requests.
• Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.

• Degree/Diploma in Computer Science, Information Technology, or related field
• Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles
• Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.)
• Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.
• Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer
• Possess an ITIL v3 and above Foundation certification is an advantage
• Knowledge of user access management processes and tools such as Sailpoint or OKTA is a plus.

• Able to multitask and prioritize the tasks accordingly
• Pragmatic and flexible mindset to succeed in an ever-changing and dynamic environment
• Capacity to learn and adapt to new technologies fast
• Ability to proactively carry out tasks independently or with minimal supervision
• Clearly and calmly communicating with team members or stakeholders to manage expectations and coordinate efforts during high-stress situations.

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