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    SGunited Jobs IT Service Desk Analyst - Singapore - ITCAN PTE. LIMITED

    ITCAN PTE. LIMITED
    ITCAN PTE. LIMITED Singapore

    1 week ago

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    Description
    Roles & Responsibilities

    Job Description & Requirements

    1.Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

    2.Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

    3.Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

    4.Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

    5.Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

    6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

    Tell employers what skills you have

    Outlook
    Excellent Communication Skills
    iOS
    Troubleshooting
    Microsoft Office
    Hardware
    Ticketing
    Active Directory
    Service Level
    Service Desk
    Windows
    Team Lead
    ITIL
    Customer Service
    Incident Management
    Technical Support


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