Up to $3k/Mth | IT Service Desk Analyst (12-Hour Shift, L1 Support)

Job Summary:

As a 1st Level Remote Support Analyst, you will be responsible for providing timely and professional first-line technical support to end-users. You will handle incoming incidents and service requests via phone or email, troubleshoot issues, and escalate unresolved cases to higher-level support teams while ensuring a high level of customer satisfaction.

Location:

• Ang Mo Kio

Working Hours:

• Rotating 12-hour Day or Night shifts
• 2 days work, 2 days off schedule

Key Responsibilities:

• Provide First Call Resolution (FCR) via phone and email
• Troubleshoot and resolve basic IT issues (Windows OS, email, account access, device connectivity, etc.)
• Escalate unresolved or complex incidents to the appropriate resolver teams
• Monitor and update incident tickets in a timely and accurate manner
• Track and follow up on open issues to ensure closure
• Classify, prioritize, and assign incidents accordingly
• Manage user expectations and escalate unusual spikes in call volumes to the Team Lead
• Work collaboratively with internal teams and vendors when needed

Requirements:

• Minimum Higher Nitec in an IT-related discipline
• At least 1 year of experience in end-user support, desktop support, or IT service desk (non-tech customer service roles are not applicable)
• Proficient in Windows OS, Active Directory user account administration, MS Outlook, and mobile device support
• Strong communication and problem-solving skills
• Able to work rotating shifts, including night duties and weekends

Cornerstone Global Partners