It Service Desk Agent

Job Description & Requirements

Role: Service Desk Agent

Mandatory Skill: Microsoft Office 365

Preferred Skills: Microsoft Windows, ITIL IT Service Management, ITIL IT Service Management

Work Location: Ang Mo Kio

Working Hours: Rotating 12-hour Day or Night shift and 2 days work with 2 days off day.

Shift Work: Yes – 12 Hours shift job

Annual Leave: 10 days for 12 hours shift workers

Medical Leave: 14 days

Health Insurance: Corporate Health Insurance will be provided by Rapsys

Job 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.
• 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.

Requirement:

1. Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service Experience in non tech call center environment will not be considered.

2. Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

Job Type: Full-time

Pay: $2,500.00 - $3,000.00 per month

Work Location: In person