*GOV* IT Helpdesk Support | L1 - Bukit Merah

• Working Hours: Mon-Fri (Hybrid)
• Working Location: Central
• Remuneration package: Up to $2,700 + AWS

We are seeking a diligent and customer-focused individual to join our Technical Helpdesk team. The ideal candidate will handle customer inquiries, perform basic troubleshooting, and ensure timely resolution of issues.

Key Responsibilities:

• Multi-Channel Support: Respond to cases via hotline, email, online forms, chatbot, portal, or case management system.
• Troubleshooting: Perform basic troubleshooting following SOPs and guides.
• Ticket Escalation: Escalate tickets to the next level and ensure resolution within the Service Level Agreement (SLA).
• CRM Logging: Accurately and promptly log all customer queries and follow-up interactions in the CRM system.
• Trend Escalation: Proactively escalate query trends or potential issues to the team leader.
• Additional Duties: Perform other relevant duties as assigned by the Supervisor.

Requirements:

• Technical Skills: Basic troubleshooting skills and familiarity with SOPs.
• Communication: Strong verbal and written communication skills.
• Attention to Detail: Accuracy in logging and managing customer interactions.
• Proactive Attitude: Ability to identify and escalate trends or potential issues.
• Adaptability: Willingness to perform additional duties as needed.
• Diploma in Computer Science/Information Technology or any other related fields.
• At least 1 year experience in helpdesk support or equivalent roles.

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Aloysius Tan Sheng Rong - R22110441

ScienTec Consulting Pte Ltd - 11C5781