Helpdesk Operations Specialist

6 days ago

Singapore beBeeHelpdesk Full time $54,000 - $72,000
About the Role

As a Helpdesk Agent, you will be responsible for managing and resolving IT service requests and incidents in a fast-paced environment.

This role requires strong communication skills, technical knowledge, and the ability to work independently with minimal supervision.

Key Responsibilities
  • Manage and triage IT service requests and incidents across multiple locations.
  • Handle incoming calls and emails from end-users, logging issues in a ticketing system.
  • Liaise with IT support teams and stakeholders to ensure timely ticket updates and resolutions.
  • Provide first-level troubleshooting for desktop, application, and network-related issues before escalation.
  • Prepare and maintain helpdesk reports and metrics.
  • Ensure adherence to service level agreements (SLAs) and best practices in IT service management.
Requirements

Education & Experience:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3–5 years of experience in IT Helpdesk / Service Desk operations.

Technical Skills:

  • Proficiency in MS Office Suite.
  • Basic understanding of IT services and software troubleshooting.
  • Familiarity with ticketing tools.
  • Knowledge in one or more of the following domains is an advantage: open systems, mainframe, storage, network, web/application/middleware services, or service management functions.

Preferred Certifications:

  • ITIL Foundation certification is highly valued.

Soft Skills:

  • Strong written and verbal communication skills.
  • Ability to handle multiple requests in a high-pressure environment.
  • Customer-focused, with proven experience managing user expectations and providing timely updates.

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