Ops Support Executive, Digital Care (Team Lead)

Company Description

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 reachus@ncs.com.sg.