SGunited Jobs Service Desk Engineer - Singapore - ITCAN PTE. LIMITED

ITCAN PTE. LIMITED Singapore

6 days ago

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

Technical Documentation
Troubleshooting
Microsoft Office
Hardware
Ticketing
Windows 7
Information Technology
Service Level
Logging
Service Desk
Windows
Mobile Devices
Team Lead
ITIL
Incident Management
Technical Support

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