IT Service Desk Agent (12 Hours Rotating Shift)

Responsibilities: 

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly

• 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 the 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 the 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.

Requirements:

• Min Higher Nitec in IT related fields

• Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service 

• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

Information :

• Company : Alphaeus Pte. Ltd.
• Position : IT Service Desk Agent (12 Hours Rotating Shift)
• Location : Central Singapore
• Country : SG