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IT Support Helpdesk - D14 Geylang, Eunos, SG
SIMPLIFIED TECHNOLOGY PTE. LTD.D14 Geylang, Eunos, SG20 days ago
Job descriptionEnsure tickets are handled efficiently, professionally, and within SLAs (Service Level Agreements). Handle complex or escalated technical issues that junior staff can't solve. Maintain high standards for troubleshooting and documentation. Ensure excellent service to internal or external users. Follow up with users on unresolved issues or complaints. Communicate downtime, incidents, and updates clearly to affected users. Track ticket volumes, resolution times, customer satisfaction scores, and other KPIs. Produce regular reports for IT managers or senior leadership. Identify patterns or recurring problems and suggest long-term fixes. Create, update, and enforce helpdesk policies, knowledge base articles, and standard operating procedures (SOPs). Recommend tools or process upgrades to improve efficiency (like better ticketing systems, chatbots, etc.). Work closely with other IT teams (Network, Systems, Security) to escalate and resolve major issues. Participate in change management and incident management processes. Onboard new helpdesk staff. Organize continuous learning (e.g., new software rollouts, cybersecurity training).
Roles & Responsibilities
1. Team Leadership
- Supervise the helpdesk team (Level 1 and sometimes Level 2 support agents).
- Allocate and prioritize incoming support tickets.
- Provide coaching, mentoring, and performance feedback to helpdesk agents.
- Manage scheduling, ensuring coverage for different shifts if needed.
2. Technical Support Oversight
3. Customer / End-User Communication
4. Reporting and Metrics
5. Process Improvement
6. Collaboration
7. Training and Development
Tell employers what skills you have
Coaching
Mentoring
Troubleshooting
Technical Assistance
Hardware
Change Management
Ticketing
Process Improvement
Service Level
Ticketing Systems
Team Leadership
Windows
Customer Satisfaction
Scheduling
Incident Management
Technical Support
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