Ops Support Executive

PERSOL; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

PERSOL Singapore is seeking a Service Desk Analyst to provide first-line IT support via phone and email, performing basic troubleshooting and escalating to specialist teams as needed.

You will own incidents to resolution, update customers on progress, and ensure SLA compliance. Familiarity with Windows OS, Active Directory, MS Outlook, and mobile devices is required.

Qualifications

• Min Higher Nitec in IT-related fields.
• Min 1 year End user support experience in Technical Service Desk.
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting on all reported incidents and escalate accordingly.
• Furnish and submit timely updates to customers on status within SLA.
• Maintain ownership of cases and follow up until closure with accurate information.
• Manage customer expectations and notify Team Lead of unusual surge in calls.
• Handle initial classification/prioritization and track progress of resolution.

Skills

Windows OS

Active Directory

MS Outlook

Mobile devices

Education

Higher Nitec in IT-related fields

Job description

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 escalte 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.

Requirements

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience in Technical Service Desk. Customer Service Experience in non-tech call center environment will not be considered.
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support