SERVICE DESK AGENT

QUESSCORP SINGAPORE PTE. LTD.; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

QUESSCORP SINGAPORE PTE. LTD. is looking for an IT Support professional to provide 1st Level IT Support. This role involves managing user incidents and queries efficiently, ensuring great customer service through phone and remote assistance.

Key responsibilities include providing technical support, troubleshooting incidents, and maintaining communication with customers. Candidates should be able to work independently, especially during weekends or night shifts.

Qualifications

• Experience in IT support or similar technical support roles.
• Ability to work independently with minimum supervision.
• Strong communication skills for effective customer interaction.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform initial troubleshooting and escalate as necessary.
• Maintain case ownership and follow-up on reported issues.

Job description

Position Summary

Provide 1st Level IT Support, via Phone and Remote‑Control tool, to manage users’ incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift.

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 elevate 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 that is recorded.
5. Manage customer expectations and notify Team Lead in the event of an 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.
7. Ensure Email Backlogs are cleared before the following day start of business.