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Service Desk Agent ST-FNC 22050607 001/01

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Location: Singapore
Company: Xcellink Pte Ltd
Contract type: Contract
Workable
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The Company:

A multinational information technology and electronics company.

The Role:

As a Service Desk Agent, you will be responsible for the following:

  • 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 accurate 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.

Requirements

  • Min Diploma in IT related fields.
  • 1 year experience in Service Desk.
  • Knowledge in Windows OS, MS office, MS Outlook, mobile devices support.
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