Job Description:
The 1st Level Remote Support is required to provide 1st level troubleshooting to user’s queries/incidents received (regardless of source, in a professional and timely manner)
Key Responsibilities
- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly.
- 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 the 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 the 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.
Core rotating shift:
- Monday to Friday: 8.5hr.
- The day shift is between 1 pm – 10:30 pm.
- The night shift is between 10:30 pm to 8 am.
Requirements
- Singaporean only (CAT 1clearance required)
- Min Diploma in IT-related fields
- Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service Experience in a non-tech call centre environment will not be considered.
- Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.
