IT Service Desk Agent

2 weeks ago

Singapore AVN DIGITAL PTE. LTD. Full time
Roles & Responsibilities

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success, we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are currently looking to hire a It service Desk Agent. This is an exciting opportunity to expand your skill set, achieve job satisfaction and work-life balance. More details as below.

JOB TYPE:

Long Term Contract

Weekday staggered Shift –

· Staggered 8.5hr on weekday, between 8am to 8pm.

· Need to rotate to cover alt Sat(4hr, between 8am to 6pm), OT will be paid if time-off cannot be arranged.

Requirement

· 2. Min Higher Nitec in IT related fields

· 3. 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.

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

SECTION A: 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 AND RESULTS


• 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.

CONSULTANT DETAILS

Consultant Name: Khalid Farooq

Privacy Statement: Data collected will be used for recruitment purposes only. Personal data provided will be used strictly in accordance with the relevant data protection law and AVN's personal information and privacy policy

Tell employers what skills you have
Outlook
Managed Services
Troubleshooting
Active Directory
Administration
Information Technology
Service Level
Windows OS
Service Desk
Mobile Devices
Team Lead
Professional Services
Customer Service Experience
Call Center
Technical Support

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