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Executive, IT
1 month ago
We are currently looking for a highly motivated Executive, IT (Service Desk) with contact center experience to be part of our team This position offers ample opportunities for skill development and career
progression.
Responsibilities:
- Be the first point of contact for all incoming queries raised by users through phone/self-service ticketing.
- Classify, prioritize, logging, routing, and resolving incidents raised by users.
- Perform level 1 diagnosis and resolution of incidents raised and triaging for non-IT queries.
- Monitor and follow up on incidents assigned promptly ensuring SLAs are achieved.
- Handle difficult and demanding users professionally.
- Collaborate and communicate with Level 2 to resolve and address users' IT issues or queries promptly.
- Participate in projects/initiatives pre-rollout such as UATs and system readiness testing.
- Articulate to supervisor on the problem statement, root causes, including suggested solutions to fix the issues.
Requirements:
- Minimally a recognized Polytechnic Engineering Diploma or related field with 2 years of relevant experience in a customer service or contact center role.
- Excellent communication skills, both verbal and written.
- Have passion for delivering outstanding customer experiences.
- Problem-solving skills and the ability to handle difficult customer interactions with empathy and professionalism.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Proficiency in using customer relationship management (CRM) software and other contact center tools.
- Certification in customer service, contact center management, or a related field and ITIL certification would be an advantage.
We regret that only shortlisted candidates will be notified.
Hiring Institution: NTU
