Service Desk Engineer

Bedok, Singapore, Singapore
ITCAN
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Job Description


  • Location \xe2\x80\x93
1) 7 Bedok S Rd, Singapore 469272 or2) 5 Ang Mo Kio Street 62, Singapore 569141
  • Desk support hour 7:30am to 7:30pm Monday to Friday, 7am to 2pm on Saturday
  • Working Hour
  • Monday to Friday: 8.5hr. Staggered between 7.30am \xe2\x80\x93 7.30pm
  • Saturday \xe2\x80\x93 7:30am \xe2\x80\x93 2pm. OT pay will be compensated as preferred option if agents need to cover Saturday. Alternate method is weekday hour will be shortened.
  • Sunday and Public Holiday \xe2\x80\x93 Off.
1.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 2nd 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.7.Ensure Email Backlogs are cleared before the following day start of business

ITCAN

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Job Detail

  • Job Id
    JD1462937
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Bedok, Singapore, Singapore
  • Education
    Not mentioned
 
 
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