Ops Support Executive, Euc

6 days ago

Singapore Xcellink Pte Ltd Full time

The EUC Engineer is responsible for managing day to day support of operational tasks, requests and incidents meeting customer’s requirements and Service Level Agreements with customer.

**Key Responsibilities**:

- 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).
- 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.

**Requirements**:

- Diploma / Degree in Computer Science / IT or equivalent.
- Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service.
- Experience in non tech call center environment will not be considered.
- Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
- Excellent problem-solving and multitasking skills.
- Customer-oriented attitude.
- Great Communication Skills.
- Ability to Work in a Team Environment.

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