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Help Desk Specialist

1 week ago

Singapore JointHire Singapore Pte Ltd Full time
Company Overview:
We are a subsidiary of a Japanese information and communications company. Our regional headquarters provides comprehensive global and local communication services tailored to each region.

Job Summary:
We are seeking an exceptional Service Desk Operator to join our team in Singapore. As a key member, you will provide excellent customer service by responding promptly to inquiries, resolving issues efficiently, and maintaining a positive attitude. You will also diagnose and resolve technical issues related to hardware, software, and network connectivity, managing incidents and escalating complex issues when necessary.

Key Responsibilities:
  • Providing exceptional customer service by responding promptly to inquiries and resolving issues efficiently.
  • Diagnosing and resolving technical issues related to hardware, software, and network connectivity (Level 1 support).
  • Managing incidents in logging, tracking, and escalating tickets in our system, ensuring timely resolution and follow-up.
  • Identifying and escalating complex issues that cannot be resolved at level 1 to the next level of support when necessary.
  • Contributing to and maintaining a knowledge base of frequently asked questions and solutions.
  • Coordinating with vendors for customer onsite support when necessary.
  • Adhering to data centre routine and security procedures.
  • Working in a rotating shift schedule to ensure 24x7 coverage.