Roles and Responsibilities
- Provide end user support on L1 issues over phone or via remote tools and emails.
- Provide application support and basic troubleshooting - password resets, printer configurations, break/fix instructions.
- Ensure timely escalation of major and critical incidents. Support routing and escalation to L2 support.
- Respond in a timely manner to service issue and requests.
- Follow up with customers to ensure issue has been resolved.
- Basic triaging of incidents raised and to support L2 staff.
- Provide Deployment support for future deployments.
Requirements/Qualifications
- Minimum Diploma in Information technology or equivalent.
- Preferred to have 1-2 years of work experience as IT support.
- Ticketing Systems: Experience using ticketing system to log and manage support requests.
- Able to work well in a team and perform efficiently.
- Excellent end user support and communications skills.
- Patience and Empathy: Being calm and understanding, even when dealing with frustrated or upset user.
- Able to perform shift work.
Expectation
- Continuous learning
- Team Collaboration
- Efficiency: Handling a high volume of request efficiently without sacrificing quality of service
- Proactive Issue Identification: Identifying patterns in user issues and reporting recurring problems to prevent larger system disruptions
- Attention to details: Carefully documenting steps taken to resolve an issue and avoiding unnecessary disruptions during troubleshooting
We regret to inform that only shortlisted candidates will be contacted.
Franzizca Mah ([email protected])
Talent Partner
Morgan McKinley Singapore, Talent Solutions
EA License No: 11C5502
Personnel Registration No: R22109486
