IT Service Desk Agent

Company Overview

Headquartered in Singapore with offices in Malaysia, USA and India, we partner with multinational companies to deliver advanced technology and business process outsourcing solutions. We focus on customer needs to drive long-term success and positive outcomes.

Job Summary

Provide first-level remote technical support by troubleshooting user incidents and queries, ensuring timely resolution and clear communication while escalating complex issues appropriately.

Responsibilities

• Deliver first-level troubleshooting for user queries and incidents promptly and professionally across all communication channels
• Provide First Call Resolution (FCR) technical support via phone and email to enhance user satisfaction
• Respond to calls and emails within targeted service levels to maintain service quality
• Perform initial incident classification and prioritization to streamline issue handling
• Escalate unresolved incidents to 2nd level support teams following established procedures
• Maintain ownership of cases by tracking progress and updating customers regularly until resolution
• Gather and document relevant information accurately for all reported issues
• Manage customer expectations and alert Team Lead of unusual call surges or recurring issues
• Monitor incident status and coordinate follow-up actions to ensure timely closure

Required competencies and certifications

• Diploma in IT-related fields
• Minimum 1 year of end-user support experience in desktop or technical service desk environments
• Proficient knowledge of Windows OS, Active Directory account administration, MS Outlook, and mobile device support

Preferred competencies and qualifications

• Customer service experience in non-technical call center environments is not accepted

Other Information

Working Hours:

• Monday to Thursday: 8.5 hours, staggered between 7:00 AM and 7:00 PM
• Friday: 8 hours, staggered between 7:00 AM and 7:00 PM
• Saturday: Once or twice a month, 0.5 day from 7:00 AM to 2:00 PM; weekday hours shortened if Saturday coverage is required