About the job
We are looking for a talented and experienced Support Bar Analyst to lead first and second line support operations across our global studios. This pivotal role involves ensuring the delivery of exceptional IT support and service desk operations at our Singapore office, enabling our team to provide efficient and effective services to our internal users. If you possess outstanding communication and leadership skills and thrive in a fast-paced, dynamic environment, we want to hear from you!
Key Responsibilities:
- Serve as the primary support contact for local and time zone-based employees.
- Respond to customer inquiries via email, walk-ups, and chat with professionalism and promptness.
- Diagnose and troubleshoot issues related to our products and services using appropriate software and databases.
- Maintain detailed records of customer interactions and resolutions through call logs and ticketing systems.
- Collaborate with cross-functional teams to identify and resolve technical issues.
- Stay updated on industry trends and contribute to continuous improvement initiatives within the Helpdesk and customer service workflows.
- Escalate urgent issues to the appropriate parties as necessary.
- Ensure compliance with service level agreements (SLAs) and provide an outstanding user experience.
- Manage IT assets in the local office to maintain high standards.
- Ensure compliance with relevant regulations regarding workplace services, health and safety, and environmental management.
- Work alongside senior leadership and stakeholders to foster a culture of innovation, continuous improvement, and learning throughout the organization.

