IT Service Desk Analyst

PERCEPT SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

PERCEPT SOLUTIONS PTE. LTD. is seeking a Service Desk Analyst in Singapore to provide first-line troubleshooting, escalate complex issues, and keep customers informed with timely status updates.

The role emphasizes ownership of cases from initial classification through resolution, maintaining detailed information, and meeting defined SLAs. The candidate should be proficient with Microsoft Windows and Exchange/Outlook, handling inquiries efficiently while managing customer expectations and

Qualifications

• Minimum experience as a Service Desk Analyst.
• Experience with Microsoft Exchange/Outlook and Windows.

Responsibilities

• Perform first level troubleshooting on reported incidents and escalate to 2nd level resolver groups as per work instructions.
• Furnish timely updates to customers on status of outstanding issues within targets.
• Maintain ownership of cases and follow up until closure with complete information recorded.
• Manage customer expectations and notify Team Lead on unusual surge in calls.
• Handle initial incident classification/prioritization and track progress of resolution.

Skills

Service desk experience

Microsoft Windows

Tools

Microsoft Exchange/Outlook

Job description

Job Description:

• Perform first level troubleshooting on all reported incidents and expand incidents 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

Skills Required:

• Working experience as a Service Desk Analyst
• Experience on Microsoft Exchange / Outlook,Microsoft Windows

EA Licence No.:18S9405 / EA Reg. No.:R1330864

Percept Solutions is undergoing a growth phase and are on the lookout for talent. Applicants are encouraged to follow Percept Solutions on LinkedIn @ https://www.linkedin.com/company/percept-solutions/ to stay up to date on our upcoming roles and events.