Helpdesk Agent
Summary
Provide first-level IT support for a government-related client, logging and troubleshooting issues via phone, email, and portals while adhering to SLAs.
Working Hours: Monday – Thursday (8.30am – 6pm), Friday (8.30am – 5.30pm)
Nearest MRT: Labrador MRT
Salary Package: Up to SGD 3,300 + AWS
Our L1 Support Engineer plays a crucial role in assisting inquiries and issues, ensuring that our services are accessible and effective. We are seeking dedicated individuals to join our team and provide top-notch support to our community.
Roles and Responsibilities:
- Handle cases through various communication channels including hotline, email, online forms, chatbot, portal, or case management system.
- Conduct initial troubleshooting in accordance with standard operating procedures (SOPs) and guides.
- Escalate tickets to higher support levels and ensure resolution is achieved within the Service Level Agreement (SLA).
- Accurately and promptly log all customer queries and follow-up interactions into the CRM system.
- Identify and escalate emerging query trends or potential issues to the team leader.
- Perform any additional relevant tasks as assigned by the Supervisor.
Requirements:
- Minimum ITE/Diploma in computer science or information technology field or related field.
- Minimum 1 year of working experience in Technical Helpdesk operation
- Prior experience in Government sector.
By submitting your resume, you consent to the collection, use, and disclosure of your personal information per ScienTec’s Privacy Policy (scientecconsulting.com/privacy-policy).
This authorizes us to:
- Contact you about potential opportunities.
- Delete personal data as it is not required at this application stage.
- All applications will be processed with strict confidence. Only shortlisted candidates will be contacted.
Wong Siew Ting (Maeve) - R25127375
ScienTec Consulting Pte Ltd - 11C5781