Service desk engineer | Up to $3200 + Bonus | Bedok
Description
Salary: $2,800 – $3,200 per month
Location: Bedok
Salary budget: Up to 3.2k + Shift monthly allowance + performance bonus
Working hours:
Shift and non shift hours available
Option 1: 12-hour rotating shifts (Shift allowance applicable)
Option 2: 8-hour rotating shifts (Shift allowance applicable)
Responsibilities:
• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are
responded in a timely manner.
• Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per
work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
• Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete
relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates
for follow-up actions and incident status
Requirement:
Minimum Education: NITEC / Diploma in IT-related fields
Minimum 1-year End-User Support Experience, Desktop or Technical Service Desk. (Customer Service Experience in a non-tech call center environment will not be considered.)
Knowledge of Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support.
EA: PrimeStaff Management Services Pte Ltd | 95C5411
EAP: Sankari | R24120729