IT Support Helpdesk

4 days ago

Singapur, 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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