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Responsibilities

  • Provide technical assistance and support to end-users who are experiencing software or application related issues. 
  • Ensure the smooth functioning of computer systems and addressing users' concerns promptly and effectively. 
  • Resolve IT-related problems, improving user experience, and maintaining a high level of customer satisfaction. 
  • Escalate and respond back to users on the outcome of their highlighted issues within the required KPI/SLAs.

Requirements

  • Diploma in Computer Engineering or related discipline with 1 - 2 years of experience in a technical support or helpdesk role
  • Experience in handling ticket management and escalations in a service desk environment
  • Strong troubleshooting and problem-solving skills for application-related issues
  • Hands-on experience with ServiceNow or similar ticketing systems
  • Good to have: 
a) Familiarity with ITIL processes (e.g., incident, problem, and service request management)
b) Experience working in SLA/KPI-driven support environments, with an understanding of service performance and reporting expectations
c) Experience in customer-facing or end-user support roles, with strong communication and user engagement skills


Shortlisted candidates will be offered a 1 Year agency contract employment.