Service Desk Specialist (Hybrid)
Company Overview
NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group.
GENERAL RESPONSIBILITIES:
The Service Desk Specialist will provide first-level support to ensure that all queries and issues are properly addressed and resolved. This position provides exceptional phone and email support to our customers experiencing software or hardware-related issues within our industry-leading products. Responsibilities include 24hr/7-day monitoring and analysis, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).
DUTIES AND RESPONSIBILITIES:
Single Point of Contact of users both internal and external.
Receiving, logging, and managing calls via telephone and email.
Provides first-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
Ensures that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner.
Prepares reports and assure that information is readily available.
Other job-related activities that may be assigned from time to time.