Consultant for Technical Helpdesk

 Job Description

• Support the day-to-day Technical Helpdesk operations for GovTech Operation Centre
• Handle complex incidents and coordinate with L2 for resolution within Service Level Agreement
• Oversee and monitor performance of staff to ensure service levels are met
• Investigate causes of discrepancies and complaints and to take corrective actions
• Disseminate operational updates/ information to staff promptly and accurately
• Conduct on-the-job training and refresher training programs
• To liaise with product manager for product onboarding and monthly reporting
• Support Technical Helpdesk operation as per the role of a Helpdesk engineer in the event of shortage of staff
• Any other relevant duties as and when assigned by the Supervisor

Requirements:

• Diploma/Degree in computer science or information technology field or related field
• >4 years of working experience in Technical Helpdesk operation
• Preferably with CCNA or CCNP certification 
• Prior experience in Government Technology agency will be an added advantage
• Knowledge of incident, problem and service request management
• High integrity, accountability, and teamwork.
• Excellent interpersonal skills and bilingual proficiency.