IT Service Desk Support

6 days ago

East Singapore Alphaeus Pte. Ltd. Full time $4,000 - $6,000 per year
Location: East
Length of Contract: 12 Months (Renewable)

Responsibilities:

  • Provide First Call Resolution (FCR) technical support via phone and email.

  • Ensure calls are answered and emails are responded in a 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:

  • Min Diploma in IT related fields

  • Min 1 year End user support experience, Desktop or Technical Service Desk.

  • Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support

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