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Service Desk Agent

2 weeks ago

Singapore Opensource Pte Ltd. Full time

**Service Desk Agent**

**Job Purpose**

Drive to closure for incidents & Service Requests tickets raised.

Route issues to SMEs, vendors and act as point of contact to internal support teams and clients.

**Responsibilities**
- Diagnose and resolve technical hardware and software issues via call or remote tools.
- Opens, tracks, and closes trouble tickets; ensuring documentation (in tickets and in the Knowledge Base articles)
- Ensure tickets managed within KPI measurements and standards.
- Identify and escalate incidents and problems requiring urgent attention
- Escalate incidents and problems to the appropriate group
- Provides scheduled and adhoc reporting from Helpdesk system to clients and management.
- Follow the Service Desk Standard Operating Procedure (SOP)
- Performs other related duties as assigned to ensure effective operation of department.

**Required Qualifications and Skills**
- Diploma or Degree in IT with preferably at least 1-year service desk experience.
- Knowledge of Windows and Mac Operating Systems
- Knowledge of troubleshooting Mobile Devices (iOS and/or Android)
- Experienced in using ITSM ticketing tools.

**Desired Skills**
- Knowledge in ITIL Standard.
- Proficient in usage of ServiceNow Ticketing system
- Experience in Microsoft 365 administration
- Technical certifications, Cloud Foundation, Microsoft, Network, etc.
- MS scripting or programming knowledge.

**Attributes for Success**:

- Good oral and written communication skills
- Good customer service skills
- Excellent problem-solving skills
- Ability to multi-task
- Teamwork

**Job Type**: Contract
Contract length: 12 months

**Salary**: $2,000.00 - $3,000.00 per month

Schedule:

- Monday to Friday