IT Support Helpdesk

2 hours ago

Singapore SIMPLIFIED TECHNOLOGY PTE. LTD. Full time

**1. Team Leadership**
- Supervise the helpdesk team (Level 1 and sometimes Level 2 support agents).
- Allocate and prioritize incoming support tickets.
- Provide coaching, mentoring, and performance feedback to helpdesk agents.
- Manage scheduling, ensuring coverage for different shifts if needed.

**2. Technical Support Oversight**
- Ensure tickets are handled efficiently, professionally, and within SLAs (Service Level Agreements).
- Handle complex or escalated technical issues that junior staff can't solve.
- Maintain high standards for troubleshooting and documentation.

**3. Customer/End-User Communication**
- Ensure excellent service to internal or external users.
- Follow up with users on unresolved issues or complaints.
- Communicate downtime, incidents, and updates clearly to affected users.

**4. Reporting and Metrics**
- Track ticket volumes, resolution times, customer satisfaction scores, and other KPIs.
- Produce regular reports for IT managers or senior leadership.
- Identify patterns or recurring problems and suggest long-term fixes.

**5. Process Improvement**
- Create, update, and enforce helpdesk policies, knowledge base articles, and standard operating procedures (SOPs).
- Recommend tools or process upgrades to improve efficiency (like better ticketing systems, chatbots, etc.).

**6. Collaboration**
- Work closely with other IT teams (Network, Systems, Security) to escalate and resolve major issues.
- Participate in change management and incident management processes.

**7. Training and Development**
- Onboard new helpdesk staff.
- Organize continuous learning (e.g., new software rollouts, cybersecurity training).

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