Job Description

Brief Description: Handling tickets and resolving EUC issues. :

• Good knowledge of desktop support for both hardware and software
• Basic diagnosis and provide support to resolve issues related to M365, Active Directory, and Windows Operating System
• Single point of contact for end users to log incident and service requests via email and hotline
• Ensuring user queries or issues are captured and validated for further processing
• Co-ordinate with different support team (including vendor coordination) to ensure issue resolved with proper resolution recorded
• Follow SOP and Policy defined
• Escalates next level of technical support for incident resolution, as appropriate
• Monitors the progress and status of all open tickets toward incident resolution ad requests fulfilment
• Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
• Responsible to produce breaching and ageing reports for tickets logged by Service Desk
• Responsible for Call logging, Call Assignment, Incident Management & Coordination, Call Tracking and follow\xe2\x80\x90up till closure within agreed SLA
• Implementing best practices to reduce time and increase efficiency
• Incident ownership, monitoring, tracking and communication with all parties
• Focus on First Call resolution to ensure early closure of tickets

Requirements:

• Minimum higher NITEC or Diploma in IT related disciplines
• Minimum 3 years of relevant in IT service desk experience
• L2 desktop troubleshooting skillset
• Possess good customer service, communication skills and emotional intelligence
• Possess good phone etiquette

Contract Type: 12 Months (Renewal) Salary: SGD2,800 to SGD3,500 Work Environment: School Location: Dover & other site Working Hours: Office Hours Mon \xe2\x80\x93 Fri 8:00am to 5:30pm or 9:00am to 6.30pm Commencement: Notice Period 1 Month or Less Job Type: Contract
Contract length: 12 months Salary: $2,800.00 - $3,500.00 per month Experience:

• IT Service Desk: 3 years (Required)

Work Location: One location