Found Description
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.
- 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.
- 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.
- Create, update, and enforce helpdesk policies, knowledge base articles, and st...
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