IT Service Desk Support - 12 hours Shift

Alphaeus Pte Ltd; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading company in Singapore is seeking a Technical Support Specialist for a 12-month renewable contract. The role involves providing first call resolution and technical support, ensuring customer issues are managed effectively, and maintaining high service levels. Candidates must have a Diploma in IT and relevant support experience with Windows OS and Active Directory.

Qualifications

• Min 1 year End user support experience, Desktop or Technical Service Desk.
• Knowledge in Windows OS and Active Directory.
• Experience in mobile devices support essential.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on all reported incidents.
• Manage customer expectations and track the progress of resolution.

Skills

Technical Support

Windows OS

Active Directory

MS Outlook

Mobile Devices Support

Education

Min Diploma in IT related fields

Job description

Location: East
Length of Contract: 12 Months (Renewable)

Responsibilities:

• Provide First Call Resolution (FCR) technical support via phone and email.

• Ensure calls are answered and emails are responded in a timely manner.

• 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 targeted Service LevelMaintain 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.

Requirements:

• Min Diploma in IT related fields

• Min 1 year End user support experience, Desktop or Technical Service Desk.

• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support