Helpdesk Support Specialist

2 weeks ago

Singapore AvePoint Full time $60,000 - $80,000 per year
Job Description

As a Helpdesk Support Specialist, you will be responsible for ensuring the smooth operation of technical helpdesk services, handling complex incidents, and providing first-class support to our clients. This role involves working in shifts and ensuring the highest standards of customer service and technical problem resolution.

Key Responsibilities:

  • Monitor system alerts and identify abnormal system behaviors, following incident isolation procedures.
  • Apply resolution scripts or escalate issues as necessary.
  • Perform system health checks post-change to ensure no disruptions or issues.
  • Manage the lifecycle of incident tickets, including creation, updates, escalation, and closure.
  • Review and verify the accuracy of operational scripts, recommending improvements where applicable.
  • Consolidate records for reporting, monitoring, and auditing purposes.
  • Handle complex incidents and collaborate with L2 for timely resolutions within Service Level Agreements.
  • Oversee staff performance to ensure helpdesk service levels are consistently met.
  • Investigate and resolve discrepancies and customer complaints, ensuring corrective actions are taken.
  • Provide operational updates and conduct training programs for staff.
  • Support product onboarding and generate monthly reports.
  • Step in to support Technical Helpdesk operations in the event of staff shortages.

Experience and Skills Needed:

  • Diploma/Degree in Engineering, Information Technology, or a related field.
  • At least 4 years of experience in a Technical Helpdesk or operations environment.
  • CCNA, CCNP, or ITIL certification is preferred.
  • Prior experience working with government technology agencies is an advantage.
  • Strong knowledge of incident, problem, and service request management.
  • Ability to work in rotating 12-hour shifts, including weekends and public holidays.
  • Strong written and verbal communication skills in English.
  • High level of integrity, accountability, and team collaboration.

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