Customer Service Officer (IT- Helpdesk Support/ Incident Report/ Ticketing)

Location           :  Mount Faber (Attached to the Vendor) 

Working hours      :  5 Working day: Monday to Friday - 9am-6pm

Salary (commensurate with experience)          : Up to $3800 + Annual Leave Transportation Allowance + Medical 

Duration            : Contract for 6 Months – Renewable 

Industry           :  Technology/ IT Network

Main Responsibilities: 

Manage systems changes using an established change request process, including assessing the impact, obtaining necessary approvals, and communicating status updates to multiple stakeholders.

Respond promptly to incidents, conducting thorough investigations, and providing timely temporary and/or permanent resolutions.

Conduct root cause analysis for incidents and proactively implement measures to prevent recurrence. Continuously monitor the effectiveness of implemented measures and make adjustments as necessary.

Proactively monitor and measure the performance and availability of systems, using appropriate monitoring tools and methodologies. Identify and implement corrective actions to improve system performance and availability based on the findings.

Monitor and maintain agreed service levels, such as response times for service requests and system availability. Document and regularly update system configurations,  and provide comprehensive reports to relevant parties on a regular basis.

Develop and implement comprehensive service continuity measures, including robust backup/restore procedures and disaster recovery plans, to ensure uninterrupted business operations in the event of a disruption.

Provide expert technical advice and guidance on systems to customers and project teams, assisting them in making informed decisions and resolving complex technical issues.

Manage the resources and schedule for system implementation and operation activities, ensuring optimal utilization and adherence to timelines

Requirements:

NO EXPERIENCE REQUIRED - must be from IT background - Training Provided

At least 2 years’ experience in Customer Service/ Help desk is preferred

Higher Nitec Certification IT Field or any related discipline. 

IT support and helpdesk experience will be a plus

Good Communication Skills who can write in details the incident report to submit to the vendor

Email to: Jane@searchpersonnel.com.sg