Helpdesk Support Specialist

October 18, 2024

MAIVENPOINT PTE. LTD.

Singapore

PART TIME & OTHER

Job Summary
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.

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.