Analyst, EUC & Svc Desk

NCS is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 49 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of digital, cloud, platforms as well as core offerings in application, infrastructure, engineering and cyber security. NCS also believes in building a strong partner eco-system with leading technology players, research institutions and start-ups to support open innovation and co-creation. For more information, visit ncs.co.

We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

As an Analyst, EUC & Svc Desk, your role is to lead, manage and optimize the operations of the service desk team/s for various projects to ensure successful delivery to customers

The broad area of your job responsibilities will cover the following:

• Administering the handling and resolution of complaints, ensuring thorough investigation, effective communication, and satisfactory outcomes for all parties involved.
• Overseeing various aspects of workforce management, including scheduling, resource allocation, performance monitoring, and optimization of staffing levels to meet organizational objectives effectively.
• Coordinating responses to critical incidents or emergencies, ensuring swift and effective resolution while minimizing disruptions and maximizing safety and recovery efforts.
• Supervise service quality evaluations and provide coaching to agents on appropriate handling techniques.
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Planned work schedule.
• Ensuring that all commitments outlined in service level agreements (SLAs) are consistently fulfilled and maintained according to established benchmarks and expectations.
• Conduct Interview.

Ideal candidate should possess the following:

• At least 5 years of experience in Service Desk or Desktop Support, including leadership responsibilities, with a proven track record of success in a highly matrixed organization.
• Experience in developing staff training programs.
• Strong leadership and people management skills.
• Excellent analytical and project management abilities.
• A talent for building high-performing teams focused on operational excellence.
• Familiarity with the ITIL framework, particularly in Service Desk, Incident Management, and Problem Management.
• Expertise in customer relationship management (CRM) software and telecommunications systems.