Service Desk Engineer/ Helpdesk Engineer

U3 Infotech Pte Ltd; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

U3 Infotech Pte Ltd in Singapore is seeking an entry-level to mid-level IT support specialist to handle L1 desktop and network support and deliver strong customer service. You will communicate effectively across levels and manage calls with timely updates.

The role requires adherence to a 12-hour shift roster (7am-7pm or 7pm-7am) and the ability to resolve issues using the appropriate tools, with escalation as needed.

Responsibilities

• Ability to communicate at all levels, both technically and non-technically
• Basic L1 desktop/network support activities
• Strong customer focus with prior experience in a customer service role
• Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
• Adherence to 24 X 7 roster
• Log/Validate all contacts Call Handling Database
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow-on actions as appropriate
• Invoke Escalation Procedures within defined time frames

Job description

Key Responsibilities

• Ability to communicate at all levels, both technically and non-technically
• Basic L1 desktop/network support activities
• Strong customer focus with prior experience in a customer service role
• Demonstrate ability to appropriately deal with difficult clients and situations with the ability to negotiate mutually satisfactory outcomes
• Adherence to 24 X 7 roster
• Log/Validate all contacts Call Handling Database
• Resolve a high percentage of customer problems using the relevant tools and systems
• Manage end to end all calls logged, providing regular updates to customers on call status
• Complete follow-on actions as appropriate
• Invoke Escalation Procedures within defined time frames

Shift: 12 hours Shift per day (7am-7pm AND 7pm-7am) - Shift will be as per the roaster

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