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Service Desk Agent

3 weeks ago

Singapore JOBSTER PRIVATE LTD. Full time

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)

Job Descriptions
- 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.

Job Requirements:

- Min Diploma in IT related fields
- 1 year experience in Service Desk
- Knowledge in Windows OS, MS office, MS Outlook, mobile devices support.