🌟 We're Hiring: Servicedesk Engineer/Call Centre! 🌟

Join our dynamic team as a Servicedesk Engineer/Call Centre professional. If you have a passion for customer service, technical troubleshooting, and thrive in fast-paced environments, we want to hear from you! This is a 12-hour shift job based in Singapore with a competitive salary of $2800.

📍 Location: Singapore, Singapore

⏰ Work Mode: Work from Office

💼 Role: Servicedesk Engineer/Call Centre

Job Description:

 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 2nd level 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 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

Qualifications:

 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

Erforderliche Kompetenzen

First-level technical troubleshootingFirst Call Resolution (FCR)Phone-based technical supportEmail-based technical supportIncident escalation to 2nd-level resolver groupsIncident classification and prioritizationCase/ticket ownership and managementService Level Agreement (SLA) adherence and timely updatesCustomer expectation management and communicationTracking resolution progress and status reportingWindows OS knowledgeActive Directory account administrationMicrosoft Outlook supportMobile device supportShift work adaptability (12-hour shifts)

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