Help Desk Agent - Urgent

IDEMIA Public Security, a division of IDEMIA Group, is the premium provider of trusted biometric solutions that revolutionize public security and identity, travel and transport, and access control. Our solutions—designed using advanced security features and encryption technologies—enable our clients to build safer and fairer societies where people can live, interact, and move freely. 

IDEMIA Public Security's Travel and Transport division has been pioneering innovative solutions for secure global mobility for over 40 years. Our team of 500+ professionals specializes in ensuring safe movement of people and objects worldwide. With 2200+ installed gates and touchpoints processing 700 million passengers annually, we develop end-to-end solutions, integrating biometrics, ID management, and data analytics to enhance the passenger experience without compromising security. Committed to shaping the future of global travel, we adapt to market needs to ensure secure, efficient journeys. 

IDEMIA is looking for Help 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 and emails providing response to customer and tracking follow up
• Round the clock monitoring of system status and alerts ensuring all abnormalities and alerts are tracked and investigated
• 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 to escalation matrix 
• Document ticket updates and ensure proper communication or reporting to customers on ticket progress
• Report generation

Profile & Other Information

• Able to communicate in fluent English both written and spoken
• Professional disposition, meticulous in work and excellent communication skills
• Has basic IT knowledge
• Fast learner with ability to think on their feet
• Ability to multi-task when required
• Must be able to work on 12-hour shifts for 24/7 environment
• Must be able to work at Changi Airport
• Prior experience preferred but candidates with no prior experience can also apply

By choosing to work at IDEMIA, you can join the journey of a unique tech company. You can seize all the opportunities of our fast-paced environment. You can add your distinctive qualities to our global community. You can contribute to a safer world.

We deliver cutting edge, future proof innovation that reach the highest technological standards. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. 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.

Our teams are close and collaborative, maintaining a dialogue and developing human connections matter to us. We are truly international, and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

Each of our locations has its own advantages to offer a collaborative and friendly work environment.

IDEMIA. Expect the unexpected. Join the journey of a unique tech company.