Service Desk
TapTalent.ai
Date: 3 days ago
Area: Singapore, Singapore
Contract type: Full time
We're Hiring: Service Desk!
We are seeking a motivated and customer-focused Service Desk professional to join our team in Singapore. The ideal candidate will have a strong foundation in IT support, excellent communication skills, and the ability to troubleshoot technical issues effectively.
Location: Singapore.
Work Mode: Work From Office
Role: Service Desk
Mandatory Skills
As a 1st Level Remote Support Analyst, you will be responsible for providing first-level technical assistance to users. Your primary role is to troubleshoot and resolve technical incidents efficiently while ensuring high levels of customer satisfaction.
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.
We are seeking a motivated and customer-focused Service Desk professional to join our team in Singapore. The ideal candidate will have a strong foundation in IT support, excellent communication skills, and the ability to troubleshoot technical issues effectively.
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
As a 1st Level Remote Support Analyst, you will be responsible for providing first-level technical assistance to users. Your primary role is to troubleshoot and resolve technical incidents efficiently while ensuring high levels of customer satisfaction.
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.
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