Service Desk Agent

JOBSTER PRIVATE LTD.; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A leading tech support firm in Singapore is seeking a 1st Level Remote Support personnel. You will provide technical support via phone and email, handling troubleshooting for user queries. The ideal candidate has a minimum of 1 year of experience in End User Support and knowledge of Windows OS and Active Directory. This role demands excellent customer service skills. Preference is given to Singaporeans.

Qualifications

• 1 year of End User Support experience, preferably in Desktop or Technical Service Desk.
• Knowledge in Windows OS and Active Directory.
• Experience in customer service in tech environments.

Responsibilities

• Provide technical support via phone and email.
• Troubleshoot incidents and escalate as needed.
• Manage and follow up on reported issues.

Skills

First Call Resolution (FCR)

Technical Support

Customer Service

Windows OS knowledge

Active Directory Account Administration

Microsoft Office 365

Education

Higher Nitec in IT related fields

Job description

POSITION SUMMARY

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

SECTION B: KEY RESPONSIBILITIES AND RESULTS

1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

Requirement

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

Mandatory Skills: Microsoft Office 365
Preferred Skills: Microsoft Windows, ITIL IT Service Management, ITIL IT Service Management,