Service Desk Agent

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 36,000 - 60,000; Full time

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking an IT Helpdesk Support specialist to provide first-call resolution for end users in Singapore. You will handle phone and email requests, perform initial troubleshooting, and escalate to 2nd level if needed, while keeping customers updated on ticket progress.

Responsibilities include documenting issues, managing expectations, and following ITIL practices. Knowledge of Windows, AD, Office, and basic networking is preferred.

Qualifications

• Experience in end-user support, desktop or technical service desk.
• Knowledge of Windows operating systems and Microsoft Office applications.
• Familiarity with Active Directory account administration and basic networking concepts (TCP/IP, DNS, DHCP).

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Ensure calls and emails are answered in a timely manner.
• Perform first level troubleshooting and escalate to 2nd level resolver groups as per work instructions.
• Provide timely updates to customers on issue status within service levels.
• Maintain ownership of cases and drive closure with accurate information.
• Manage customer expectations and notify Team Lead of unusual surge in calls.
• Initial classification/prioritization of incidents and track progress of resolution.
• Log, track and prioritize all support requests with accurate documentation.

Skills

End-user support

Desktop support

Technical service desk

Windows OS

Active Directory

Microsoft Office

Networking basics

Customer service

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 elevate 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.
• 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