Position Type: Agency Contract, deputed to Client | Work Location: Bedok
Work Hours: 1. Staggered 8.5hr on weekday, between 8am to 8pm. 2. Need to rotate to cover alt Sat (4hr, between 8am to 6pm), OT will be paid if time-off cannot be arranged.
Requirement
- Min Higher Nitec in IT related fields (Fresh Grads Welcome)
- 0-1 year of End User Support, Desktop or Technical Service Desk experience. Customer Service Experience in non tech call center environment will not be considered.
- Knowledge in Windows OS, Mac OS, Active Directory Account Administration, MS Outlook, mobile devices support.
Description and Responsibilities
The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)
- 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.
- 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.
Almira | Recruitment Consultant
Email: [email protected]| Office Telephone: +65 64299403
EA Personnel Registration Number: R22111126
Singapore Employment Agency Licence No: 11C3373
