IT Service Desk Agent (Open for Normal shift hour / 12 hours shift)

PERSOL; Singapore; Remote; SGD 30,000 - 42,000; Full time

Job summary

PERSOL is seeking a capable 1st level remote support specialist in Singapore to provide timely troubleshooting via phone and email. You will handle initial incidents, perform basic diagnostics, and escalate to higher levels as required.

The role emphasizes fast response, clear communication, and ownership of cases from start to closure, with a focus on meeting service level targets and delivering a smooth customer experience.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions
• Furnish and submit timely updates to customers on the status of outstanding issues within the 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 the 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

About the role

The 1st level remote support is required to provide 1st level troubleshooting to users' queries/incidents received in a professional and timely manner.

Key responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• Perform first level troubleshooting on all reported incidents and escalation incidents to 2nd level resolver groups as per work instructions
• Furnish and submit timely updates to customers on the status of outstanding issues within the 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 the 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