JOB DESCRIPTION
The 1st Level Remote Support is required to provide 1st level troubleshooting to user's queries/incidents received (regardless of source; in a professional and timely manner) Please ensure that shortlisted candidates meet the specified qualification requirements and have relevant remote
- Service Desk background with at least 1 year of Service Desk experience. Examples of relevant Service Desk background may include (but are not limited to):
- Handling and resolving Level 1 IT support tickets.
- Managing incident and enquiries through ITSM tools (e.g., ServiceNow, Remedy).
- Providing remote support for end-user devices, applications, portal, policies and network connectivity.
- Coordinating with Resolver Groups and escalating issues when necessary.
- Supporting users in a corporate environment and documenting resolutions. In addition, candidates should possess strong communication skills for professional call handling and email correspondence, as these are essential in our remote Service Desk environment.
- 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 Higher Nitec in IT related fields
- Min 1 year End user support experience in 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.
Shift pattern:
- Monday -Friday: 8am – 5pm / 12.30pm – 9.30pm
- Sat/Sun: 8am – 5pm / 12.30pm – 9.30pm
- Work on Saturday/Sunday will be compensated by weekday offs.
- Roaster will be shared start of the week.
Disclaimer: The company is committed to ensuring the privacy and security of your information. By submitting this form, you consent to the collection, processing, and retention of the information you provide. The data collected (which may include your contact details, educational background, work experience and skills) will be used solely for the purpose of evaluating your qualifications for the position you're applying for. Your data will be stored securely and retained for the duration necessary to fulfill our hiring process. If you are not selected for the position, your data will be kept on file for a limited period in case future opportunities arise. You have the right to access, correct, or delete your data at any time by contacting us at Quess Singapore | A Leading Staffing Services Provider in Singapore (quesscorp.sg)
This is in partnership with the Employment and Employability Institute Pte Ltd (“e2i”).
e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore’s PDPA and e2i’s PDPA
