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- Provides 24Ã-7 Service Desk support as defined by first response/Tier 1 support.
- Provides phone , e-mail. First point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems.
- Be required to perform 24 X 7 shift work in support of operational IT related mission/after duty hours on call/emergency requirements.
- Shift work is required.
- Applying Expertise and Technology
- Analysing
- Delivering Results and Meeting Customer Expectations
- Achieving Personal Work Goals and Objectives
- Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities.
- Excellent communication skills and telephone manner. (Interpersonal skills, with a focus on listening and questioning skills)
- Excellent organisational skills
- 6 to 1 years previous IT Service Desk and/or Call Centre experience required.
- Managing incidents including business expectations and communication
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007.
- Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) that has authorized access to the network.
- When the restoration is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members
- Develop trends by monitoring and analysing incoming calls, problems and support requests
- Perform post-resolution follow ups to help requests
- Reinforce SLAs to manage end-user expectations
- ITIL Knowledge will be a plus.
Technical Support Specialist - Singapore - Rapsys Technologies Pte Ltd
Description
Job Description :Shift pattern :
Rotational Shift (1 week night shift in a month)