IT Helpdesk Specialist
3 weeks ago
We are seeking a skilled IT Helpdesk Support professional to join our team at HCL SINGAPORE PTE. LTD. As an IT Helpdesk Support, you will be the first point of contact for customer calls and queries, providing basic first-level technical support and troubleshooting.
Key Responsibilities
- Provide excellent customer service, focusing on listening, empathy, and patience.
- Deliver technical support and troubleshooting for end-users.
- Collaborate with IT engineers to escalate and resolve complex issues.
- Educate and guide customers on new technologies and IT policies.
- Manage customer expectations and ensure a smooth IT support experience.
- Document solutions, provide updates, and create knowledge articles for common issues.
Required Skills and Qualifications
- Bachelor's degree / Diploma in Engineering, Computer Science, Management Information Systems, or related field.
- 2 years of experience in end-user support experience in Desktop support or Technical Service Desk.
- Strong communication skills (both spoken and written English).
- Proficiency with Microsoft Office products (Word, Excel, Outlook).
- Familiarity with mobile devices (iOS/Android) for office use.
- Experience with Service Now or other ticketing tools.
- Basic understanding of ITIL processes and IT Security.
- Problem-solving abilities and a customer-focused mindset.
Work Arrangements
Support Window: 7am to 7pm | Mon – Fri | Working days
(Staggered work hours i.e., either 8-5, 9-6 or 10-7 depending on which login time is assigned to you)
Weekend / Out of Office Hour Work Requirement:
ADHOC weekend and out of office hours' activities - Participation for such activities is a requirement for this position. The scope of these activities are generally simple and vary from Power Down, verifications, desk moves, etc. Out of Office Hour activities are not frequent and will be made known in advance.
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