EUC & Service Desk Engineer 007

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 28,000 - 45,000; Full time

Job summary

U3 INFOTECH PTE. LTD. in Singapore is seeking a Customer Support Associate to provide First Call Resolution (FCR) for technical issues via phone and email.

You will perform initial troubleshooting and escalate when needed, deliver timely status updates within SLAs, maintain ownership of cases through to closure, and alert the Team Lead during unusual surge periods.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on reported incidents and escalate to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Job description

1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.Perform first level troubleshooting on all reported incidents and elevate incidents to 2nd level resolver groups as per work instructions.

3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Other Information

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