Service Desk Engineer

Singapore
Permanent
Full-time

1 day ago

Position SummaryThe 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)Key Responsibilities & Results1Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly2Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions3Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level4Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.5Manage customer expectations and notify the Team Lead in the event of unusual surge in calls of a specific nature6Handle initial classification/prioritization of the incidents. Track the progress of resolution and provide regular updates for follow up actions and incident status.Requirements

Minimum Education: Diploma in IT-related fields
Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk.

Customer Service Experience in a non-tech call center environment will not be considered.
Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.

ITCAN

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