Service Desk Agent ( Staggered Shift )

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

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a Service Desk Analyst to provide frontline IT support to end users in Singapore. The role involves troubleshooting desktops, notebooks, tablets, and smartphones, resolving incidents, and delivering timely updates to customers.

You will manage case ownership, prioritize tickets, and coordinate with resolver groups to ensure swift incident resolution while maintaining high service levels and customer satisfaction.

Qualifications

• Proficient knowledge of Windows operating systems and MS Office applications.
• Experience with Active Directory account administration and user management.
• Strong understanding of hardware and peripherals for desktops, notebooks, tablets and phones.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience in end-user support or service desk environments.
• Customer service orientation and patience when assisting non-technical users.
• Fundamental ITIL concepts such as incident management and ticketing.

Responsibilities

• Perform first level troubleshooting on reported incidents and escalate to 2nd level resolver groups as per work instructions.
• Furnish and submit timely status updates to customers within service levels.
• Maintain ownership of cases and follow-up until resolution with complete information.
• Manage customer expectations and inform Team Lead of unusual surge in calls.
• Initial classification/prioritization of incidents; track progress and update on status.
• Log, track and prioritize all support requests using the ticketing system; ensure documentation.
• Provide First Call Resolution (FCR) support via phone and email.

Skills

Windows OS

Active Directory

Microsoft Office

Hardware & peripherals

Networking basics

WiFi/LAN connectivity

End-user support

ITIL basics

Customer service

Job description

Responsibilities:

• Perform first level troubleshooting on all reported incidents and escalation 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
• Provide First Call Resolution (FCR) technical support via phone and email

Requirements:

• 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
• End-user support experience, desktop or technical service desk.
• 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