L1 Technical Support/ Service Desk Specialist (Microsoft 365)

About the role

We are looking for an experienced L1 Technical Support / Service Desk Specialist to join our dedicated client based in Singapore.

Responsibilities:

• Provide 1st level troubleshooting to user queries/incidents received.
• Provide First Call Resolution (FCR) technical support via phone and email.
• Ensure calls are answered and emails are responded to 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, ensuring accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of an 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.

Apply now to become our next L1 Technical Support / Service Desk Specialist!