🌟 We're Hiring: Service Desk Agent! 🌟
We are looking for a dedicated and customer-oriented Service Desk Agent to join our team in Singapore. The ideal candidate will have a passion for technology and a strong desire to assist users with their IT-related issues, ensuring a seamless experience.
📍 Location: Singapore, Singapore
⏰ Work Mode: Work From Office
💼 Role: Service Desk Agent
What You'll Do:
Job Description:
- 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)
- 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
Qualifications:
- Min Diploma in IT related fields
- 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
Ready to make an impact? 🚀 Apply now and let's grow together!
