IT Service Desk / Ang Mo Kio/ Up to $2900/Immediate

Job Title: 1st Level Remote Support
Location: Ang Mo Kio
Working Hours:

• Monday to Thursday: 8.5 hours (Staggered between 7:00 AM – 7:00 PM)
• Friday: 8 hours (Staggered between 7:00 AM – 7:00 PM)
• Saturday: Once a month (weekday hours adjusted accordingly)
• Sunday and Public Holidays: Off

Position Summary:
The 1st Level Remote Support will provide timely and professional first-level technical troubleshooting to users, addressing queries and incidents effectively.

Key Responsibilities:

1. Deliver First Call Resolution (FCR) technical support via phone and email, ensuring timely responses.
2. Perform first-level troubleshooting on reported incidents and escalate unresolved issues to 2nd-level resolver teams.
3. Provide regular updates to customers on case status and ensure accurate incident tracking.
4. Maintain ownership of cases, follow up until closure, and ensure all relevant details are documented.
5. Manage customer expectations and escalate unusual surges in calls to the Team Lead.
6. Perform classification, prioritization, and progress tracking of incidents while adhering to Service Level Agreements (SLAs).

Requirements:

1. Singaporean ONLY
2. Minimum Diploma in IT-related fields.
3. At least 1 year experience in End-User Support, Desktop Support, or Technical Service Desk.
4. Knowledge in:
   • Windows OS
   • Active Directory Account Administration
   • MS Outlook
   • Mobile devices support

HOW TO APPLY:

Simply submit your application with your updated Resume in MS Word Format to Siti Zuriana Bee D/O Mohamed Yusoff (EA Personnel Reg. No.: R23112335) by clicking the ‘Apply link’.

Email to Riana at riana.yusoff@achievegroup.asia for a confidential discussion

EA License No: 05C345

Please indicate the below information in your resume:

• Current & Expected Salary
• Reason(s) for leaving
• Notice Period / Availability to commence work

YOUR SUCCESS IS OUR ACHIEVEMENT!

Notice:

We would like to inform that only short-listed candidates will be notified. All applications will be treated with the strictest confidence.