Service Desk Agent
1 week ago
Role: Service Desk Agent
Location: East
Duration: Renewable 1 year contract
Shift pattern: Monday - Friday: 8am - 5pm / 12.30pm - 9.30pm
Sat/Sun: 8am - 6pm / 9.30am - 9.30pm
**Note**:All roster scheduled extra working hours will be given off in lieu. All ad-hoc extra working hours requested by Team Leads will claim OT.
Requirement
- To provide accessible, timely, effective, efficient and professional quality service to resolve problems and to achieve customer’ expectation.
- Log all reported incidents using the incident ticketing tool.
- Provide first level support to troubleshoot and resolve technical issues.
- Accurate assessment / resolution of problems.
- Regular updates for follow up actions & incident status.
- Escalate of incidents to appropriate second level support in accordance to escalation matrix as per work instructions.
- Work with Team Lead to feedback and improve processes where applicable.
- Shift works and weekend duty required
- Diploma and Degree in Information Technology or minimum 1 year IT Service Desk experience serving government agencies preferred. Strong computer skills and the ability to trouble shoot and diagnose the root cause for first line resolution or further escalation to the correct support team for resolution within the stipulated SLA.
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