Job Description:
- To provide accessible, timely, effective, efficient and professional quality service to resolve problems and to delight.
- Polite and professional service.
- Prompt response to queries via voicemail / email / fax.
- Accurate assessment/ resolution of problems.
- Provide first level support to troubleshoot and solve technical problems.
- Incident tracking and first & second level resolution for all trouble calls, including those related to desktop, Local Area Network (“LAN”), centralized infrastructure, Wide Area Network (“WAN”), and voice services related Service Requests;
- "How-to" assistance for Customer-defined common off the shelf applications included in its standard End User Service platform images;
- Coordination for employee user account administration, activation, changes, and terminations, including:
- Password/account setup and reset (various Customer system platforms) remote access connectivity (e.g., VPN), email accounts, host IDs, password resets, customer authorized mobile devices, voice/ mail administration, telephone lines, End-to-end ownership for Incident identification, escalation, resolution, and closure as agreed.
Requirements:
- Minimum 1 years experience in service desk or helpdesk environment
- Able to work in a team to support end-users needs in IT hardware and software issues
- Excellent interpersonal and communication skills to speak with different stakeholders and users
- Singapore citizen only
- Training and certification provided
