L1 Support Administrator

1 week ago

Singapore DEEP IDENTITY PTE. LTD. Full time

**Deep Identity is a Temasek Management Services company, and a member of the Temasek ecosystem.**

Founded in 2009, Deep Identity is a boutique system integrator, with expertise in tailored identity governance & administration (IGA) and identity access management (IAM) solutions, as well as next-generation Knowledge & Collaboration platforms.

**Responsibilities**
- Work along side a team of customer support team members to provide first line support to the client's customers with regards to the usage of the learning platform.
- Log call tickets accurately and completely using the ticketing system.
- Gather information from users about their issues/requests, including capturing error messages, screenshots or videos.
- Troubleshoot, diagnose and resolve issues at first level where possible. Escalate to higher level support only when necessary.
- Work closely with Level 2 and Level 3 support groups and/or vendors to resolve users' issues, facilitating meetings and discussions on issues if necessary.
- Notify users upon resolution of their issues/completion of their requests.
- Follow up on all outstanding cases till closure, take ownership of all issues.
- Maintain and update documentation and knowledge base articles, FAQs.
- Provide ad hoc training to key users/administrators of the learning system when necessary.
- Provide recommendations for improvement based on users' feedback.
- Comply with service level targets for response times.
- Possible career development areas would include:

- Senior Support Administrator
- Support Team Lead, Service Management

**Requirements**:

- Diploma or equivalent.
- 1-3 years experience in Service Desk environment.
- As COVID restrictions are lifted, this role will be based in customer's location, adequate office space and utilities will be required.
- Self-motivated team player, process oriented, structured and organized.
- Good verbal, written and interpersonal skills.
- Experienced in a call centre and/or customer service environment is preferred

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