EPS Consultants Pte Ltd

IT Helpdesk Support

EPS Consultants Pte Ltd| Date Posted: 10-Jun-2021
EA Licence No: 95C5630|EA Personal Registration No: R1329706
Save Job
Job Nature:
Contract
Position Level:
Entry Level
Job Category:
Qualification:
ITE/ NITEC/ Higher NITEC

Job Description

Responsibilities:

  • Provide 1st level troubleshooting to users queries/incidents received
  • 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.

 

Requirements:

  • Min Diploma in IT related fields
  • Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service Experience in non tech call center environment will not be considered.
  • Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
  • Able to commit to staggered shift hours as follows:
    1. Working Hour - Staggered Shift (Weekday and may include SG PH)
  • 7:30 AM – 5:00 PM
  • 8:00 AM – 5:30 PM
  • 8:30 AM – 6:00 PM
  • 9:30 AM – 7:00 PM
  • 10:30 AM – 8:00 PM
  • Will be scheduled to work 1 Saturday or Sunday every month. OT claims will be arranged.

 

Company Overview
EPS Consultants Pte Ltd