NCS is a leading technology services firm with presence in Asia Pacific and partners with governments and enterprises to advance communities through technology. Combining the experience and expertise of its 10,000-strong team across 49 specialisations, NCS provides differentiated and end-to-end technology services to clients with its NEXT capabilities of digital, cloud, platforms as well as core offerings in application, infrastructure, engineering and cyber security. NCS also believes in building a strong partner eco-system with leading technology players, research institutions and start-ups to support open innovation and co-creation. For more information, visit ncs.co.
We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.
As an IT Service Desk Support, you will be providing 1st Level IT Support, via Phone and Remote-Control tool, to manage users’ incidents and queries in a professional and timely manner the broad area of your job responsibilities will cover the following:
· 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 escalate 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.
Ideal candidate should possess the following:
· Candidate with minimum Higher Nitec, Diploma Certification in Computer/Electronic Engineering or equivalent discipline
· At least 1-year end-user support experience, desktop or technical service desk.
· To have the 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.
