SECTION A: POSITION SUMMARY

-\tProvide 1st Level IT Support, via Phone and Remote-Control tool, to manage users' incidents and queries in a professional and timely manner. Able to work independently with minimum supervision during weekend or night shift.

SECTION B: KEY RESPONSIBILITIES AND RESULTS

1.\tProvide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

2.\tPerform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

3.\tFurnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

4.\tMaintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

5.\tManage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6.\tHandle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

7.\tEnsure Email Backlogs are cleared before the following day start of business.

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This is in partnership with the Employment and Employability Institute Pte Ltd ("e2i").

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore's PDPA and e2i's PDPA