AI Success™

Job Description

Position Objective
The IT Service Desk Specialist is a highly motivated professional with expertise in technical support, specialising in troubleshooting and analysis. This role is dedicated to delivering superior customer service and ensuring that unresolved issues and inquiries are escalated promptly in accordance with established protocols and Service Level Agreements (SLAs).
As an integral member of the IT Service Desk team, the specialist provides Level 0 and Level 1 support for IT incidents and service requests. They act as the primary point of contact for all user incidents, requests, and general communications.
Furthermore, the specialist is committed to enhancing user awareness of IT-related issues and promoting the appropriate utilisation of IT services and resources.
Responsibilities
Key duties and responsibilities are not limited to those listed below:
• Deliver exceptional customer service by promptly and professionally addressing customer needs and concerns.
• Manage IT service incidents reported by school users through the Service Desk Support Portal, specifically those related to personal computers, networks, platforms, and applications.
• Effectively resolve issues or provide alternative solutions to restore IT services to normal operation within the established Service Level Agreement (SLA).
• Escalate unresolved issues or additional support requests to the appropriate support team.
• Provide timely updates to customers regarding the status of outstanding issues in accordance with targeted service levels.
• Ensure accurate and comprehensive documentation of customer interactions and transactions within the IT Service Desk Management System.
• Provide end-user support for classroom technology to educators, assisting with IT and audio-visual equipment such as Interactive TVs, Apple TV, projectors, and associated applications to expedite the return to normal classroom activities.
• Oversee the life cycle management of IT assets, including the registration, tracking, and decommissioning of hardware devices and software licenses.
• Conduct upgrades to PC hardware and software, which includes regular maintenance and installation of service packs, patches, and applications.
• Remain updated on product knowledge, policies, and procedures to furnish customers with accurate and relevant information.
• Execute additional responsibilities as directed by the Head of IT Operations and Business Partnering, the Helpdesk Manager, or other designated personnel within the School.
Position Requirements
• Strong analytical and problem-solving skills are essential. The ability to think creatively and identify technical issues for effective resolution is important.
• Practical knowledge and experience in providing IT Service Desk support are required.
• A high standard of customer service skills is necessary.
• Demonstrated ability to work effectively in a team environment, coupled with excellent time management and organizational skills.
• Capable of handling multiple tasks at the same time.
• Proficiency in English, with clear and concise verbal and written communication skills, is important.
• A hands-on approach with the capacity to quickly learn and apply new systems in the work environment is essential.
• Proven ability to provide support for the following:
o Microsoft Windows 10 and later
o Apple iOS
o Apple macOS
o Microsoft Office 365 application suite
o Google Workspace (formerly G Suite)
o IT hardware support for both Apple and Windows devices
Qualifications
You have:
• A diploma or degree in an IT-related discipline.
• Minimum 1 year of Customer Service Experience in a Technical Service Desk environment preferred.
• Advantage if you have:
o ITIL-related certifications
o Microsoft-related certifications
o Apple-related certifications
Working hours:
Mon to Fri, 8am to 5pm

About Unison Group

Unison Consulting was launched in Singapore on September 2012, the hub of the financial industry, with innovative visions in the technocratic arena. We are a boutique next-generation Technology Company with strong business-interests in Liquidity risk, Market Risk, Credit Risk and Regulatory Compliance.

Unison provides technology consulting and services to implement Risk Management and Risk Analytics System for Financial Institutions. Our services suite comprises of Techno-Functional consulting, systems integration, Business Intelligence, information management, and custom development of IT solutions, plus project management expertise for financial institutions.

We have expertise in latest cutting edge technology to achieve better total cost of ownership. Through our qualified professionals, we assist you drive your unique risk management strategies, whether that means efficient monitoring, improving risk appetite of the financial institutions, complying with regulations, or capturing growth opportunities through innovation, this is what maximizes your decision taking potential. At Unison Consulting, we view clients as partners, and our success is only measured by the success of our partners. So we put it all on the table in order to exceed expectations.

Our staff consists of young, energetic and innovative consultants who are never afraid to challenge the conventions and push the boundaries in an effort to help our clients. For every project, no matter how large or how small, we strive to not only meet your needs, but deliver a showcase in your field.

Industry

IT & Software

Company Size

51-200 employees

Headquarters

Unknown

Year Founded

2012

Website

com.sg

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