IT Support Helpdesk

Company

SIMPLIFIED TECHNOLOGY PTE. LTD.

Location

singapore, singapore

Type

Full-time

            1. 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. 
 2. 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. 
 3. 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. 
 4. Process Improvement  Create, update, and enforce helpdesk policies, knowledge base articles, and st...
        

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IT Support Helpdesk

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