Job Description

Be a part of something BIG!

The IT Service Desk Support is responsible in providing First Call Resolution (FCR) technical support via phone, self-service tickets and live chat. He/She will ensure tickets raised as per above channels are responded in a timely manner. This role also requires first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

Make an Impact by:

• Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness.
• 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.
• Ensures highest standard of service delivery to our customers.
• Maintains confidentiality of customer’s data.
• Uses customer service and sales skills to optimize the opportunity of each customer contact.
• Educates the customer about available services and directs them toward available resources for self-help.
• Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

Skills for Success:

• Degree/ Diploma in any discipline, preferably in IT related field.
• Fresh graduates are welcome to apply for this position.
• 1-2 years of experience in IT ServiceDesk, Call Centre, Customer Service (calls and correspondents) environment will be an advantage.
• Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service.
• Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.
• Good analytical skills, passion for working and is good in multi-tasking.
• Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment.
• Passion for working, responsible and with good working attitude.
• Proficient in PC skills including MS Office applications and ServiceNow.
• Willing to work on staggered/rotational shifts (e.g. 8.5 or 12 hours shift) including weekends and Public Holidays to support 24x7 Contact Centre service operations.

Hiring Manager: Jonathan Tan

Talent Acquisition Manager: Fiona Mah

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