Job Description

Job Title : Service Desk Officer
Job Type : Contract - One year, extendable
Job Location : Pasir PanjangOur client is seeking a skilled and customer-oriented Service Desk Officer to join their team. The successful candidate will be responsible for providing exceptional service desk support, incident management, and ticket escalation to ensure customer satisfaction and adherence to corporate policies and guidelines.Job Responsibilities:

• Serve as the primary point of contact for all customer inquiries and technical support requests via phone or email.
• Provide timely updates on incidents reported by customers, ensuring minimal disruption to their operations.
• Utilize incident management best practices to accurately diagnose, troubleshoot, and escalate issues to appropriate teams or vendors.
• Document all customer interactions and resolutions in the ticketing system, maintaining detailed and accurate records.
• Collaborate with internal teams and external vendors to achieve timely resolution of incidents.
• Proactively monitor service desk queues and ticket statuses to ensure timely response and resolution of customer issues within defined service level agreements (SLAs).
• Identify recurring issues or trends and work with team to implement permanent solutions or improve processes.

Job Requirements:

• Diploma in Information Technology, Computer Science, or related field preferred.
• Customer-focused mind-set with a passion for delivering exceptional service and support.
• Ability to prioritize and manage multiple tasks simultaneously while maintaining attention to details.
• Excellent written and verbal communication skills.
• Ability to effectively communicate technical concepts to non-technical users.
• Experience in a fast-paced service desk role preferred.
• Problem-solving skills and ability to think analytically under pressure.
• Knowledge in ITIL principles and incident management systems.

Working Hours:
Work Time: five-and-half-day every 2 weeks block (10 AM to 7 PM Monday to Friday/Saturday 7.30 AM to 1 PM)

• The working hours for this position consist of a rotating schedule between a normal five-day week and an extended five-and-a-half-day week schedule.
• Normal Five-Day Week: The working hours will be 10:00 AM to 7:00 PM, with one hour for lunch from Monday to Friday except Public Holidays.
• Extended Five-and-a-Half Day Week: The working hours will be 10:00 AM to 7:30 PM, with one hour for lunch from Monday to Friday, and 7:30 AM to 1:00 PM on Saturday except Public Holidays.

If you are what we are looking for, kindly reach out at manisha.s@rmagroup.com.sg with your CV and salary details to take it forward. All Curriculum Vitaes will be treated with the strictest confidentiality.\xe2\x80\x9cThis is in partnership with the Employment and Employability Institute Pte Ltd (\xe2\x80\x9ce2i\xe2\x80\x9d).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to RMA Groups\'s PDPA and e2i\'s PDPA.\xe2\x80\x9dManisha Sharma
RMA Consultants Pte Ltd
EA License No 93C4403
EA Regn No R1872602

RMA Consultants