NCS is a leading technology services firm that operates across the Asia Pacific region in over 20 cities, providing consulting, digital services, technology solutions, and more. We believe in harnessing the power of technology to achieve extraordinary things, creating lasting value and impact for our communities, partners, and people. Our diverse workforce of 15,000 has delivered large-scale, mission-critical, and multi-platform projects for governments and enterprises in Singapore and the APAC region.

Job Description

Manage service desk team and provide first level technical support
Respond to support queries via phone, email, and remote desktop tools
Act as escalation point for unresolved cases
Promote customer service ethic and service management principles
Report significant issues to service desk managers
Take responsibility for incident management and request fulfilment
Ensure staff take ownership of user problems proactively
Ensure all calls and emails are logged in service desk system
Allocate complex cases to appropriate IT support members
Arrange for external support when issues cannot be resolved at L1
Manage service quality assessments and coach staff
Provide domain training to new joiners

Qualifications

Diploma with minimum 3 years of end-user support or service desk experience
At least 1 year of team leadership experience
Proficient in spoken and written English
Strong technical skills in supporting desktops, notebooks, tablets, and smartphones
Knowledge of Windows OS, Active Directory, and Microsoft Office applications
Familiarity with day-to-day service desk operations
ITIL 4 Foundation (preferred)

Additional Information

We are driven by our AEIOU beliefs—Adventure, Excellence, Integrity, Ownership, and Unity—and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future.

Together, we make the extraordinary happen.

Learn more about us at ncs.co and visit our LinkedIn career site.

Scam Alert

We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources.

Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender's email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender's identity by contacting us at [HIDDEN TEXT].

Ops Support Executive, Digital Care