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Service Desk 12 Months Contract

3 weeks ago

Central Singapore PERSOLKELLY Full time

The Service Desk | 12 months contract | role requires an organized and customer-focused individual to provide technical support and assistance to end-users. This position involves troubleshooting and resolving hardware and software issues, managing user accounts, and maintaining documentation. Strong communication and problem-solving skills are essential for this role.
- The 1 st Level Remote Support is required to provide **1 **st **level troubleshooting **to users queries/incidents received (regardless of source; in a professional and 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.

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**PERSOLKELLY Singapore Pte Ltd - RCB No. 200007268E - EA License No. 01C4394**
**R1988730 (Emily Ng Kim Yin)