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Service Desk
2 weeks ago
Location: Singapore.
Work Mode: Work From Office
Role: Service Desk
Mandatory Skills
- Microsoft Office 365
- Microsoft Windows
- ITIL IT Service Management
- Shift Work: Yes
- 24x7 Standby: No
Key Responsibilities1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2 nd level resolver groups as per work instructions.3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
