IT Support Helpdesk

Company

SIMPLIFIED TECHNOLOGY PTE. LTD.

Location

singapore, singapore

Type

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...
        

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IT Support Helpdesk

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