Helpdesk Support

6 days ago


Singapore OPUS IT SERVICES PTE LTD Full time

Issue Management: Log all incoming calls and email and record sufficient information to facilitate effective incident processing. Identify the impact, urgency, and priority of incidents. Provide initial troubleshooting and support for incidents. Escalate incidents that cannot be resolved by the service desk to the appropriate Application Maintenance team and monitor progress. Seek confirmation for closure from the user when resolution is provided. Serve as the first point of contact for all incidents. Prepare issues statistics for reporting purposes. Prepare daily, weekly, and monthly reports for daily monitoring. Liaise with clients to clarify issues and assign issues to teams for resolution. Track and report on issues resolution. Assess common issues and suggest improvement points. Track and report on day-to-day operations to maintain system stability. Working hours can be staggered, with coverage from 8am to 8pm. For example, one person can work from 8am to 5:30pm, and another person can work from 10:30am to 8pm. #J-18808-Ljbffr


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