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Ops Support Executive, EUC & Svc Desk

Date: 03-Jan-2022

Location: Singapore, Singapore

Company: Singtel Group

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.
 

As a Ops Support Executive, EUC & Svc Desk the broad area of your job responsibilities will cover the following:

 

  • Provide first level troubleshooting on data and voice related incidents.

  • Log all incidents reported to the Service Desk.

  • Perform initial classification/ prioritization of the incidents.

  • Escalate incidents to 2nd level resolver groups as per work instructions.

  • Track the progress of resolution and provide regular updates for follow-up actions and incident status.

  •  Submit progress reports.

  • Ensure service level meet requirement.  Propose and implement action plan when required.

  • Notify Team Lead in the event of unusual surge in calls of a specific nature.

  • To drive the improvement of a specific domain / system /product knowledge.

  • Contribute knowledge articles and update them in a timely manner when required.

  • Produce training materials (inclusive of usage of on-line training tools)

  • Drive FCR improvement in the Service Desk Team

  • Able to conduct training to the Service Desk Team on new initiatives / processes and knowledge updates.


     

Ideal candidate should possess the following:

  • Certification / Diploma in Information Technology, Electrical / Electronic, Information Systems or equivalent discipline
  • 2 -3 years of relevant working experience in technical support
  • Customer Service orientated
  • A good team player and ability to multi-task