Location
singapore, singapore, Singapore
Posted
June 30, 2026
Job Description
KEY RESPONSIBILITIES
- Ensure all requests are properly logged, categorised, tracked, followed up end-to-end, resolved, and closed.
- Build and maintain a knowledge base (with solutions) consisting of updated FAQs, case studies, processes, and procedures.
- Attend to Authority/users' calls and emails; analyse and resolve requests over the phone or email where applicable, using FAQs to identify the cause of problems and provide speedy responses.
- Locate specific types of requests logged by specific users, or extract information to support audit queries when requested by the Authority.
- Disseminate information related to systems, including system downtime notices, user communications, software-provisioning instructions, and system enhancements.
- Provide a Helpdesk Queries Analysis Report that categorises and trends queries, and proposes improvements to reduce recurrence of significant or similar queries.
- Maintain, review...