Job Description

As a L1 Application Support Specialist, you will play a crucial role in ensuring the smooth operation of smart nation. You will be responsible for providing advanced technical support, leading a team of helpdesk agents, and ensuring high levels of customer satisfaction. Your expertise in application support, particularly with tools such as Jira and ServiceNow, will be essential in diagnosing and resolving complex technical issues.Working Hours: Monday - Thursday (8.30am - 6pm), Friday (8.30am - 5.30pm)Working Location: SouthSalary Package: Up to $4kKey Responsibilities:

• Lead a team of helpdesk agents, providing guidance, support, and mentorship.
• Provide advanced technical support for various applications, including troubleshooting and resolving issues.
• Utilize tools such as Jira and ServiceNow for ticket management and workflow automation.
• Coordinate with other IT teams to resolve complex issues and improve support processes.
• Develop and maintain documentation for troubleshooting procedures and support processes.
• Monitor and analyze helpdesk performance metrics to ensure high levels of customer satisfaction.
• Conduct regular training sessions for helpdesk agents to enhance their technical skills and knowledge.
• Serve as the escalation point for unresolved technical issues.
• Involve in the creation and processing of SOP.

Qualifications:

• Diploma in computer science or information technology field or related field.
• Proven experience as a Helpdesk Agent or in a similar role, with at least 4 years in a senior or lead position.
• Experience in application support, particularly with Jira, ServiceNow, or similar tools.

By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec\'s Privacy Policy (scientecconsulting.com/privacy-policy).This authorizes us to:

• Contact you about potential opportunities.

• Delete personal data not required at this application stage.

• To withdraw consent, email dpo@scientecconsulting.com.

• All applications will be processed with strict confidence. Only shortlisted candidates will be contacted.

Maeve Wong - Outsourcing TeamScienTec Consulting Pte Ltd - 11C5781

ScienTec Consulting