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.
- 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.
Minimum Qualifications
- Bachelor's Degree in Computer Science or Bachelor's Degree in IT, Computer Science or equivalent
- At least 1 year working experience in a technical help desk role
- Knowledgeable in the following:
- Basic system and network configuration
- Familiarity with the ticketing system
- Knowledgeable in basic SQL and Unix commands
- Skills:
- Sound problem resolution, judgment, and decision-making.
- Above average communication skills and telephone manner
- Excellent customer service
- Strong interpersonal and organizational skills
- Able to work independently and in a team environment
- Must be adept to work in a fast-paced environment with tight SLAs
