Service Desk Agent

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 36,000 - 58,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a capable IT helpdesk professional to provide first-call resolution for end-user issues in a dynamic environment.

You will troubleshoot desktops, laptops, tablets and mobile devices, manage incidents with Windows OS, Active Directory, and Microsoft Office apps, and update customers on incident status while maintaining SLA commitments. Strong communication, patience with non-technical users, and a solid grasp of ITIL principles are valued as you collaborate

Qualifications

• Experience in end-user support, desktop or technical service desk.
• Knowledge of Windows Operating Systems, Active Directory, and Microsoft Office applications.
• Understanding of hardware and peripherals.
• Experience in supporting WIFI/LAN connectivity.
• Understanding of TCP/IP, DNS, DHCP and VPN.
• Customer service orientation and patience when dealing with non-technical users.
• Basic understanding of ITIL framework.

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 and escalate to 2nd level resolver groups as per instructions.
• Provide timely updates to customers on issue status within SLA.
• Maintain ownership of cases and ensure closure with accurate information recorded.

Skills

End-user support

Windows OS

Active Directory

Microsoft Office

Networking basics

Customer service

ITIL basics

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 expose incidences 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 incidents 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.
• Log, track and priorities all support request using the ticking system, ensuring accurate documentation and timely resolution.

Requirements

• Experience in end-user support experience, desktop or technical service desk.
• Relevant technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications
• Good understanding on Hardware and peripherals.
• Experience in supporting WIFI/LAN Connectivity
• Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN)
• Customer service orientation and patience when dealing with non-technical users
• Basic Understanding of ITIL framework