IT Service Desk Support Engineer - Stagged 8.5hours

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

Job summary

A leading company in the tech sector is seeking a Technical Support Specialist for a 12-month renewable contract. The role involves providing first call resolution support, troubleshooting IT incidents, and managing customer expectations. Candidates should have at least a diploma in IT and relevant support experience to excel in this fast-paced environment.

Qualifications

• Minimum 1 year of end user support experience.
• Experience in Desktop or Technical Service Desk.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on all reported incidents.
• Manage customer expectations and follow-up on reported issues.

Skills

Windows OS

Active Directory Account Administration

MS Outlook

Mobile devices support

Education

Diploma in IT related fields

Job description

Location: West
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