Service Desk Agent (12 hours shift)

PERCEPT SOLUTIONS PTE. LTD.; Singapore; Vor Ort; SGD 28.000 - 42.000; Vollzeit

Zusammenfassung

PERCEPT SOLUTIONS PTE. LTD. is seeking a 1st Level Remote Support specialist in Singapore to deliver first-call troubleshooting and timely updates to clients.

The role requires handling phone and email inquiries, applying standard work instructions, and escalating complex issues to 2nd level teams. The ideal candidate has a Diploma in IT, at least 1 year of end-user support experience, and the ability to cover rotating 12-hour shifts from Monday to Sunday.

Qualifikationen

• Diploma in IT or equivalent.
• At least 1 year end-user support experience (Desktop/Service Desk).
• Able to cover rotating 12-hour shifts, Monday–Sunday.
• Knowledge of Windows, Active Directory, MS Outlook, and mobile devices.

Aufgaben

• 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 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 information 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 incidents. Track progress of resolution and provide regular updates for follow-up actions.

Kenntnisse

End user support

First Call Resolution

Incident management

Communication skills

Ausbildung

Diploma in IT

Tools

Windows

Active Directory

MS Outlook

Mobile devices support

Jobbeschreibung

POSITION SUMMARY

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received

KEY RESPONSIBILITIES AND RESULTS

• 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.

REQUIREMENT

• Minimum Diploma in IT
• Minimum 1 year End user support experience, Desktop or Technical Service Desk.
• Able to cover rotating 12hr shift, Monday - Sunday
• Knowledge in Windows, Active Directory Account Administration, Ms Outlook, mobile devices support.

EA Licence No.:18S9405 / EA Reg. No.:R1330864