Helpdesk Engineer – 24/7 Support & End-to-End Case Mgmt

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 20,000 - 31,000; Full time

Job summary

U3 INFOTECH PTE. LTD. in Singapore is seeking a customer service/support role asset. The incumbent will communicate with clients at all levels, perform basic L1 desktop/network support, and maintain a rigorous call-handling workflow. A strong customer focus and ability to handle escalation are essential for success.

Shift schedule requires covering a 12-hour period (7am-7pm or 7pm-7am) as per the roster, with logging and follow-up actions throughout the call lifecycle.

Qualifications

• Ability to communicate at all levels, both technically and non-technically.
• Experience with basic L1 desktop and network support.
• Strong customer focus with prior customer service exposure.
• Ability to handle difficult clients and negotiate outcomes.
• Adherence to a 24 X 7 roster.
• Log and validate all contacts in the Call Handling Database.
• Resolve customer problems using relevant tools and systems.
• Manage end-to-end all calls with regular status updates.
• Complete follow-up actions and invoke escalation procedures within defined time frames.

Responsibilities

• Communicate with customers at all levels, technical and non-technical.
• Provide basic L1 desktop/network support.
• Maintain strong customer focus with prior service experience.
• Handle difficult clients and negotiate satisfactory outcomes.
• Adhere to 24 X 7 roster requirements.
• Log/Validate all contacts in Call Handling Database.
• Resolve problems using relevant tools and systems.
• Manage end-to-end calls with regular updates.
• Invoke escalation procedures within defined time frames.

Skills

Communication levels

L1 desktop support

Customer service

Negotiation with difficult clients

Roster adherence

Call handling

Problem resolution

End-to-end call management

Escalation procedures

Documentation logging

Job description

U3 INFOTECH PTE. LTD. in Singapore is seeking a customer service/support role asset. The incumbent will communicate with clients at all levels, perform basic L1 desktop/network support, and maintain a rigorous call-handling workflow. A strong customer focus and ability to handle escalation are essential for success.

Shift schedule requires covering a 12-hour period (7am-7pm or 7pm-7am) as per the roster, with logging and follow-up actions throughout the call lifecycle.