Service Desk Specialist

7 days ago

Singapore GENESIS NETWORKS PTE LTD Full time
Roles & Responsibilities

A Service Desk Specialist (SDS) is responsible for maintaining customers' relationships with the company, providing fast and useful answers to customers' questions and other needs related to technical support. You are responsible for a variety of duties in the company which are described in the job duties. Your main objective is to maintain a high level of customer satisfaction and provide them with any necessary support and assistance. You will have to answer queries on basic technical issues and offer advice to solve them.

Service Desk Specialist needs to be capable of using particular software programs, as well as possess the ability to type and communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. They take detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests. This involves asking questions to determine the full scope of the user’s issue. They also work closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise.

The goal is to create value for our clients that will help preserve the company’s reputation and business. A polite and professional phone manner is necessary, as Service Desk Specialist troubleshoot customers' problems and, at times, deal with angry and upset customers. A Service Desk Specialist must be able to sit for long periods of time and answer multiline phones. It is important for Service Desk Specialist to maintain a positive demeanour, and the Service Desk Specialist must arrive to work on time, as it is necessary that our NOC is fully staffed.

A Service Desk Specialist needs to possess the following skills :

· Proven experience as a service desk technician or other customer support role

· Tech savvy with working knowledge of IT products

· Good understanding of computer systems, mobile devices and other tech products

· Ability to diagnose and resolve basic technical issues

· Proficiency in English

· Excellent communication skills

· Customer-oriented and cool-tempered

Your job duties will include but not limited to:

· serve as the first point of contact for customers seeking technical assistance over the phone or email.

· serve as Single Point of Contact (SPOC) between the customer, internal support team and external Vendors until the ticket is closed.

· provide continuous status information to ensure customer satisfaction.

· provide co-ordination with various Manufacturers and vendors for support, troubleshooting or warranty claim.

· logging of all tickets into System for tracking and reporting. Record events and problems and their resolution in logs

· initiate customer contact, escalate to appropriate parties and resolve incidents.

· answer, evaluate, and prioritize incoming telephone, voicemail, e-mail, and in person requests for assistance from users experiencing problems.

· perform remote troubleshooting through diagnostic techniques and pertinent questions

· determine the best solution based on the issue and details provided by customers

· walk the customer through the problem-solving process

· direct unresolved issues to the next level of support personnel

· scheduling and arranging onsite support requests with the customers

· pass on any feedback or suggestions by customers to the appropriate internal team

· identify and suggest possible improvements on procedures

· overall accountable in ensuring the team solves and close the tickets using the most effective methods to maximise operational efficiencies

· assess the severity and priority level of the problem calls, requests or IMAC and escalate to the next support level based on the SLA.

· monitoring uptime performance and alerts for all Managed Service Customers infrastructure from the NOC

· maintain and replenish stock inventory for spare parts

· provide Service Quotation for any repair work to the customer

· perform new laptops setup and installation for internal new staff

· perform any Shift Duties that are assigned

· any other tasks assigned by any Managers and Directors

Job Requirements

  • Minimum Academic Qualifications : Degree
  • Relevant IT Certifications or equivalent :
  • MTA in one of the following is an added advantage:
  1. Networking Fundamentals
  2. Windows Server Administration Fundamentals
  3. Security Fundamentals
  4. Cloud Fundamentals
  • COMPTIA or equivalent I.T. Certifications in related field is an added advantage
  • ITIL® Foundation Certification - IT Service Management
  • Other trainings attended / certifications obtained
  • Attended any technical training in software, hardware, operating systems and troubleshooting
  • Attended any customer service training
  • Attended basic training of Cloud Management Software such as ManageEngine, BitTitan and etc

Tell employers what skills you have

Excellent Communication Skills
Troubleshooting
Technical Assistance
Hardware
Customer Support
Information Technology
Service Desk
Networking
Customer Satisfaction
Technical Support

  • Service Desk Support Specialist

    3 days ago

    Singapore ENNOVATEZ PTE. LTD. Full time

    Job OverviewWe are seeking a highly skilled Service Desk Support Specialist to join our team at ENNOVATEZ PTE. LTD. in Central, Singapore.

  • IT Service Desk Support Specialist

    1 month ago

    Singapore Singtel Full time

    We are looking for a skilled and resourceful IT Service Desk Support Specialist to join our team at NCS.The ideal candidate will have a passion for delivering exceptional customer experiences and possess a strong understanding of technology administration.The IT Service Desk Support Specialist will be responsible for providing first-call resolution technical...

  • Technical Support Specialist

    5 days ago

    Singapore RAYTON SOLUTIONS PTE. LTD. Full time

    System AdministratorWe are seeking a highly skilled and experienced Technical Support Specialist - IT Service Desk to join our team at RAYTON SOLUTIONS PTE. LTD.Company OverviewOur company is a leading provider of innovative solutions and services, committed to delivering exceptional results and exceeding customer expectations.Salary and BenefitsThe...

  • IT Service Desk Specialist

    7 days ago

    Singapore GOLDTECH RESOURCES PTE LTD Full time

    GOLDTECH RESOURCES PTE LTD is seeking a highly skilled IT Service Desk Engineer to join our team. As an IT Service Desk Engineer, you will be responsible for providing exceptional customer service and technical support to our clients.Estimated salary: SGD 45,000 - 60,000 per annum.Job DescriptionRespond to incidents or requests for help via phone, email, and...

  • Technical Support Specialist

    5 days ago

    Singapore JOBLINE RESOURCES PTE. LTD. Full time

    Job OverviewWe are seeking an experienced Technical Support Specialist to join our IT Service Desk team at JOBLINE RESOURCES PTE. LTD. As a key member of our support team, you will be responsible for providing exceptional technical support to our clients, resolving technical issues efficiently, and ensuring seamless service delivery.About the RoleThis is a...

  • IT Service Desk Specialist

    5 days ago

    Singapore AVENSYS CONSULTING PTE. LTD. Full time

    Company OverviewAVENSYS CONSULTING PTE. LTD., a global IT professional services company, offers enterprise solution consulting, business intelligence, business process automation, and managed services from its headquarters in Singapore. The company serves clients across banking, financial services, insurance, information technology, healthcare, retail, and...

  • IT Support Specialist

    7 days ago

    Singapore ALPHAEUS PTE. LTD. Full time

    About ALPHAEUS PTE. LTD.ALPHAEUS PTE. LTD. is a forward-thinking organization that requires skilled IT professionals to drive our business forward.Job Summary:We are seeking an experienced IT Helpdesk/Service Desk Engineer to join our team as an IT Support Specialist - Desktop and Technical Service Desk. As a key member of our support team, you will be...

  • Help Desk Specialist

    3 days ago

    Singapore MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD Full time

    Job OverviewWe are seeking a highly skilled Help Desk Specialist to join our team at MANPOWER STAFFING SERVICES (SINGAPORE) PTE LTD. This is an exciting opportunity to work in a fast-paced environment and provide top-notch technical support to our clients.

  • Technical Support Specialist

    3 days ago

    Singapore SEA CONSORTIUM PRIVATE LIMITED Full time

    OverviewSSEA CONSORTIUM PRIVATE LIMITED is seeking a skilled Technical Support Specialist to lead its IT Service Desk team in Singapore. The ideal candidate will have extensive experience in technical support and team supervision, with a strong focus on customer experience and service delivery.Job SummaryThis is a full-time position responsible for managing...

  • Help Desk Specialist

    18 hours ago

    Singapore JOBSTER PRIVATE LTD. Full time

    Job Description:At JOBSTER PRIVATE LTD., we are seeking a skilled Help Desk Specialist to join our team.The ideal candidate will possess strong IT knowledge and excellent problem-solving skills.Key Responsibilities:Provide technical support for service deskInstall and deploy software applicationsInstall software updates and patchingDebug applicationsOptimize...

  • IT Service Desk Engineer/Technical Support Specialist

    7 days ago

    Singapore ITCAN PTE. LIMITED Full time

    About the RoleITCAN PTE. LIMITED is seeking an experienced IT Service Desk Engineer/Technical Support Specialist to join our team. This is a fantastic opportunity for a skilled professional to provide technical support and resolution to customers.Key Responsibilities:• Provide timely and effective technical support to customers via phone, email, or chat...

  • Help Desk Specialist

    7 days ago

    Singapore ITCAN PTE. LIMITED Full time

    Job SummaryA Help Desk Specialist position has become available at ITCAN PTE. LIMITED.As a key member of our team, you will be responsible for providing first-level technical support to users via phone and email.We are looking for an experienced professional with excellent customer service skills and a strong understanding of IT concepts.About the...

  • Help Desk Specialist

    7 days ago

    Singapore UE PARK AVENUE INTERNATIONAL PTE. LTD. Full time

    About UE Park Avenue International PTE. LTD.We are a dynamic organization seeking an exceptional Help Desk Specialist to join our team.

  • Help Desk Specialist

    5 days ago

    Singapore AXS PTE. LTD. Full time

    About AXS PTE. LTD.AXS PTE. LTD. is a leading organization in the industry, and we are currently seeking a Help Desk Specialist to join our team.

  • Technical Support Specialist

    3 weeks ago

    Singapore U3 Full time

    Job Description:The Technical Support Specialist - IT Service Desk will be responsible for providing exceptional technical support to our customers, ensuring that all issues are resolved in a timely and professional manner.Key Responsibilities:To diagnose and resolve Level 1/2 incidents and requests raised by customers, following established procedures and...

  • IT Service Desk Manager

    7 days ago

    Singapore JOBLINE RESOURCES PTE. LTD. Full time

    About the RoleJobline Resources is seeking an experienced IT Service Desk Manager to lead our team in delivering exceptional service to our clients. This is a fantastic opportunity for a motivated professional to join our organization and make a real impact.Key Responsibilities:To oversee the delivery of IT services, ensuring they meet established Service...

  • Service desk

    1 day ago

    Singapore RAPSYS TECHNOLOGIES PTE. LTD. Full time

    Roles & ResponsibilitiesJob Description & Requirements• Excellent communication skills• Interpersonal skills, active listening• 1 year previous Service desk or equivalent experience• Attend to Phone, Email and any other online queries where applicable• Excellent organisational skills• 1 year previous Service desk or equivalent experience•...

  • Front Desk Support Specialist

    3 days ago

    Singapore SINGTEC SECURITY PTE LTD Full time

    Job Title:Front Desk Support SpecialistAbout the Role:This role is perfect for a motivated and organized individual who enjoys interacting with people. As a Front Desk Support Specialist, you will be responsible for providing exceptional customer service to clients and employees alike.Key Responsibilities:Manage daily attendance and update records in HR &...

  • Customer Service Representative cum Front Desk Support Specialist

    7 days ago

    Singapore SUCCESS RESOURCE CENTRE PTE. LTD. Full time

    Job OverviewWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative cum Front Desk Support Specialist. This role will involve handling outbound calls, providing excellent customer service, and performing various front desk duties.Key ResponsibilitiesAs a Customer Service Representative cum Front...

  • IT Service Desk Manager

    18 hours ago

    Singapore ITCAN PTE. LIMITED Full time

    Job SummaryWe are seeking an experienced IT Service Desk Manager to lead our team and deliver exceptional customer service. As a key member of our IT department, you will be responsible for managing and leading the Service Desk team to provide first-level technical support.The successful candidate will have a proven track record in leading teams, excellent...