Ops Support Executive, Service Desk

ITCAN PTE. LIMITED; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job description

Overview

• 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 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.
• Work with Team Lead to feedback and/or improve processes.

Details of working hours

1. Staggered 8.5hr/ day on weekday, between 7am to 7pm.
2. Need to rotate to cover alt Sat(4hr, between 8am to 2pm), OT will be paid if time-off cannot be arranged.