Service Desk Agent

ITCAN Pte Ltd| Date Posted: 26-Aug-2019
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Job Nature:
Permanent
Position Level:
Entry Level, Experienced
Qualification:
ITE/ NITEC/ Higher NITEC, Diploma, Bachelor's / Honours

Job Description

Responsibilities:

  • Provided technical support for applications & systems.
  • Performed troubleshooting applications and Microsoft office
  • Escalated to 2nd level application support team if it was required for further investigation.
  • Responsible with 1st level troubleshooting on the technical issues.
  • Respond to the incoming inquiries/incident/request (Call, Email, Portal etc.) within Service Level Agreement (SLA)
  • Record and manage all issues in IT Service Management (ITSM).
  • Perform 1st level trouble-shooting on desktop and basic systems/network issues. Escalate requests/issues to the appropriate resolver group according to SLA
  • Provide timely status update to customers on issues escalated and to follow up tickets till closure within SLA
  • Ensure daily tasks are executed according to SOP (Standard Operation Procedure). Any other ad-hoc duties as required or assigned

 

Requirements:

  • Diploma in IT / Computer Engineering
  • At least 1 year of experience in bilingual support in a 24by7 call centre / help desk environment.
  • Be able to perform in a fast paced environment
  • Experience on Outlook, Windows OS, MAC, Office 2013 / 2016, VPN, Remote Desktop, Printer support are desired.

 

Interested candidates who wish to apply for the advertised position, please email us an updated copy of your resume
Email Address: [Click Here to Email Your Resume]


EA License No: 13C6429

Reg. No.: R1770751


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Company Overview
ITCAN Pte Ltd