IT Support Manager (Call Centre)

IT Support Manager (Call Centre)

The successful incumbent will be handling application support for our clients as well as overseeing a team of 1-2 support analysts.

Responsibilities:

• Provide Level 1 and Level 2 ticketing support via email and phone.
• Managed external clients support on application related issues within the Service Level Agreement.
• Log all support issues in the company issue tracking system.
• Perform ongoing configuration of support issues
• Ensure all ticketing issues are supported and managed.
• Provide after work hours phone stand-by support (on shift with other support analysts) and/or ah-hoc cover for other support analysts (including overseas ones) when required.
• Good leadership skills and involved in managing 1-2 Support Engineers.
• Possess high level service support to our existing clients.
• Ensuring high levels of clients’ satisfaction delivery of service quality.
• Monitor all outstanding tickets and ensure that they are escalated appropriately and timely.
• Ensure that all outstanding tickets are resolved in alignment to the business SLA obligations and internal standards.

Requirements:

• Strong in providing Level 1 & 2 Application Support.
• Good in providing Ticketing Support and handling of SLA.
• Demonstrated good customer support experie nce.
• Min. 3 years of ticketing support experience.
• Experience in managing 1-2 team members.
• Experience in going through the ticketing life cycle and managing SLA.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Desk).
• Technical knowledge of databases (SQL), integration layers, cloud platforms, and APIs.
• Familiarity with ITIL practices, especially incident and problem management.

We respect your privacy and all communication will be treated with confidentiality.

Please contact us or apply in-confidence to us with you updated MS Word Resume to : [email protected]

Yong Jeline (Reg. No. R1101621)

STAR CAREER CONSULTING PTE LTD (EA License: 20C0353)