Description

You will manage day-to-day technical helpdesk operations for the GovTech Operation Centre.

Responsibilities

• Handle complex incidents and coordinate with L2 teams to ensure resolution within Service Level Agreements.
• Monitor staff performance to maintain required service levels.
• Investigate causes of discrepancies and complaints to implement corrective actions.
• Disseminate operational updates to staff and conduct on-the-job or refresher training programs.
• Liaise with product managers for product onboarding and monthly reporting.

Required Skills

• 5+ years of experience in technical helpdesk operations.
• Diploma or Degree in Computer Science, Information Technology, or a related field.
• Knowledge of incident, problem, and service request management.
• CCNA or CCNP certification.
• Strong interpersonal skills and bilingual proficiency.
• Proven accountability and ability to work within a team.

Preferred Skills

• Prior experience working within a Government Technology agency.

Key Skills

Education

Diploma/Degree in computer science or information technology