IT Service Desk Agent | 1 Year Contract | Up to $3000 | Bedok | #BC

• Location (Nearest MRT): Bedok
• Salary: Up to $3000
• Duration of Work: 1 Year ~ renewable!

⏰ Work Days & Hours:

Upon First Joining:

• Weekdays (Mon–Fri): 8.5 hours per day, staggered between 7:30 AM to 7:30 PM.
• Saturday: 7:30 AM – 2:00 PM, Off-in-lieu (OIL) will be provided if you work on Saturdays

After Being Confirmed/Stable:

• 12-hour Shift Rotation:
• Day Shift: 7:30 AM – 7:30 PM
• Night Shift: 7:30 PM – 7:30 AM
• 2-day work, 2-day rest rotation, including weekends and public holidays
• Shift allowance will be provided accordingly
• Responsibilities:
• Provide First Call Resolution (FCR) technical support via phone and email
• Ensure calls are answered and emails are responded promptly
• 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 the 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 the 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:

• Ability to identity / troubleshoot issues on Microsoft Outlook! ??
• Interested applicants, please Apply Now.

• Benjamin Chai (Outsourcing Team)

RecruitFirst Pte Ltd (E.A. 13C6342)