IT Customer Service Representative

Job Description
We are seeking a proactive and detail-oriented Operations Support Executive to support daily operational activities and ensure effective coordination between internal teams and stakeholders. The role requires strong communication, problem-solving skills, and the ability to manage service requests while maintaining service quality standards.

Key Responsibilities

• Serve as the main point of contact for operational inquiries and service requests from internal and external stakeholders.

• Monitor and review service tickets, coordinating with Level 2 (L2) support teams to ensure timely updates and resolution in accordance with established Service Level Agreements (SLAs).

• Follow up with relevant teams to ensure issues are addressed promptly and escalated when necessary.

• Support operational continuity by assisting as a backup resource during peak periods or contingency situations.

• Prepare and maintain operational reports by gathering, analyzing, and interpreting data to support process improvements and operational efficiency.

• Ensure deliverables meet agreed service standards and contribute to maintaining a high level of stakeholder satisfaction.

• Collaborate with cross-functional teams to support project and operational requirements.

Requirements

• Diploma or bachelor's degree in business administration, Information Technology, Operations Management, or a related discipline.

• At least 1-3 years of relevant experience in operations support, service coordination, helpdesk, or a similar role.

• Experience working with ticketing or service management systems is advantageous.

• Proficiency in Microsoft Office applications (e.g., Excel, Word, PowerPoint).

• Ability to work independently and as part of a team in a fast-paced environment.

Preferred Skills

• Strong organizational and time-management skills.

• Good analytical and problem-solving abilities.

• Effective communication and stakeholder management skills.

• Ability to prioritize tasks and manage multiple requests simultaneously.

• Attention to detail and commitment to service quality.