Service Desk Agent
Salary undisclosed
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Job Description & Requirements
Position Summary
- Local candidates preferred
- 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.
Position Summary
- 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 2ndlevel 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.
- Staggered 8.5hr on weekday, between 8am to 8pm.
- Need to rotate to cover alt Sat(4hr, between 8am to 6pm), OT will be paid if time-off cannot be arranged.
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