ServiceDesk Engineer 007

U3 INFOTECH PTE. LTD.; Singapore; On-site; SGD 3,000 - 5,000; Full time

Job summary

U3 INFOTECH PTE. LTD. in Singapore seeks a customer-focused Helpdesk/Support Agent to provide First Call Resolution (FCR) support via phone and email.

You will perform first-level troubleshooting, escalate as needed, and keep customers informed with timely updates on issue status within defined Service Levels. The role requires ownership of each case, proactive follow-up until closure, and the ability to manage customer expectations during surge periods.

Qualifications

• Provide First Call Resolution (FCR) technical support via phone and email.
• First level troubleshooting on reported incidents.

Responsibilities

• Provide First Call Resolution (FCR) technical support via phone and email.
• Perform first level troubleshooting and escalate 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 Levels.
• Maintain ownership of cases and follow-up until closure, recording accurate information.
• Be customer-centric, manage expectations, and notify Team Lead during unusual surge in calls.
• Handle initial incident classification/prioritization and track resolution progress with follow-up actions.

Job description

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.

Customer Centric oriented, 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.

Other Information

• Please refer to U3's Privacy Notice for Job Applicants/Seekers at https: //u3infotech.com/privacy-notice-job-applicants/.