Service Desk Engineer

2 months ago


Singapore ITCAN PTE. LIMITED Full time
Roles & Responsibilities

Candidates Open for Shift can apply

Brief Job Description Position Summary

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)


Key Responsibilities & Results

1 Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly

2 Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions

3 Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level

4 Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5 Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature

6 Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.


Requirements

- Minimum Education: Diploma in IT-related fields

- Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk.

o Customer Service Experience in a non-tech call center environment will not be considered.

- Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.




Tell employers what skills you have

Outlook
helpdesk support
Troubleshooting
IT Helpdesk
Hardware
Ticketing
Active Directory
Administration
Service Level
Windows OS
Service Desk
Team Lead
ITIL
technical helpdesk
1st and 2nd level Helpdesk
Incident Management
Customer Service Experience
Call Center
Technical Support

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