Remote Service Desk Specialist - First-Line Support

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 31,000 - 40,000; Full time

Job summary

U3 INFOTECH PTE. LTD. is seeking a 1st Level Remote Support specialist to handle initial incident classification, prioritize requests, and track progress toward resolution. You will provide timely updates and maintain ownership of cases from opening to closure.

The role involves 1st level troubleshooting, clear communication via phone and email, and escalation to 2nd level teams as needed while ensuring service levels are met.

Responsibilities

• Handle initial classification/ prioritization of the incidents.
• Track the progress of resolution and provide regular updates for follow-up actions and incident status
• 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.

Job description

U3 INFOTECH PTE. LTD. is seeking a 1st Level Remote Support specialist to handle initial incident classification, prioritize requests, and track progress toward resolution. You will provide timely updates and maintain ownership of cases from opening to closure.

The role involves 1st level troubleshooting, clear communication via phone and email, and escalation to 2nd level teams as needed while ensuring service levels are met.