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Ops Support Executive, EUC & Service Desk (ST-FNC220627 014/01)

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Salary: $2,700 per year
Location: Singapore
Company: Xcellink Pte Ltd
Contract type: Contract
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The EUC Engineer is responsible for managing day to day support of operational tasks, requests and incidents meeting customer’s requirements and Service Level Agreements with customer.

Key Responsibilities:

  • 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.


  • Diploma / Degree in Computer Science / IT or equivalent.
  • 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.
  • Excellent problem-solving and multitasking skills.
  • Customer-oriented attitude.
  • Great Communication Skills.
  • Ability to Work in a Team Environment.
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