Responsibilities:
- Respond to customer queries through various channels including hotline, email, online forms, chatbot, portal, and case management systems.
- Perform basic troubleshooting following established SOPs and guidelines.
- Escalate tickets to the next level and ensure resolution within the agreed Service Level Agreement.
- Accurately log all customer interactions and follow-ups into the CRM system in a timely manner.
- Proactively highlight trends or potential issues to the team leader.
- Perform any additional tasks as assigned by the Supervisor.
- Monitor and respond to system alerts or abnormal system behavior.
- Follow incident isolation procedures to identify and verify faults before applying resolutions or escalating as needed.
- Consolidate records for reporting, monitoring, analytics, or auditing purposes.
- Conduct post-change system health checks to ensure changes have not caused unintended issues.
- Manage the lifecycle of incident tickets, from creation and updates to escalation and closure.
- Review and verify the accuracy of operational scripts, and suggest improvements where necessary.
Requirements:
- ITE or Diploma in Information Technology or a related engineering field.
- Minimum 2 years of experience in technical helpdesk operations.
- Previous experience with a Government Technology agency is an added advantage.
- Demonstrated integrity, accountability, and ability to work in a team.
- Strong interpersonal skills.
- Ability to work in 12-hour rotating shifts, including weekends and public holidays.
- Strong ability to follow documented procedures and work instructions.
