Help Desk Specialist
Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
IDEMIA is looking for Service Desk Agents to work with us at Changi Airport, with a great team with lots of potential for learning and growing.
Key Missions
- Round the clock management of all incoming calls, emails and other approved channels providing response to customer, tracking and follow up
- Round the clock monitoring of system status and alerts ensuring all abnormalities and alerts are investigated and escalated
- End to end ticket management from creation till closure respecting SLA or SLO requirements and escalating in event of potential breaches
- Perform impact assessment based on questionnaire and accord handling based on assessed impact level
- Perform first level triage based on documented SOPs and escalate in accordance with escalation matrix
- Document ticket updates and ensure proper communication or reporting to customers on ticket progress
- Report generation
Profile & Other Information
- Excellent communication skill and fluent in English both written and spoken
- Ability to maintain professional disposition and meticulous work under challenging conditions
- Fast learner with ability to think on their feet
- Ability to multi-task when required
- Team player with ability to work solo and unsupervised
- Possess acute situational awareness
- 1 - 2 years of IT Ops management with direct customer management experience
- 1 - 2 years of remote IT support experience
- Cloud administration knowledge is a plus
- ITIL knowledge or certification is a plus
- Must be able to work on 12-hour shifts for 24/7 environment
- Must be able to work at Changi Airport
By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.
At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.
Visit our website to know more about the leader in Identity Technologies