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- Perform Level 1/2 diagnosis and resolution of incidents / requests raised
- Log and track customer system problems, incidents, issues, requests and queries raised by users
- Ensure all issues are prioritized and resolved within SLA standards
- Perform incident closure, verifying problem resolution with users and documenting resolution procedures
- Handle calls / tickets / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to IT
- Liaise with other support teams as required to resolve requests / issues in a timely manner
- Perform monthly activities as per the standard operating procedures
- Degree in computer science, engineering or equivalent
- Ability to multi-task, take initiative and work independently with multiple stakeholders
- At least 1 to 3 years of working experience in helpdesk support/call center environment is preferred
- Good working knowledge on service desk ticketing system, telephony system, email, online chat, service support processes
- Good working knowledge on other IT domains, including software, hardware, servers, and network operations
- Knowledge in these areas: MacBook and Windows machine/applications troubleshooting ServiceNow and JIRA ticketing systems Windows OS 10 and 11 Microsoft Office and Atlassian applications Antivirus / Encryption Office365 / Azure AD experience will be beneficial
IT Support Specialist - Singapur, Singapore - U3
