Job Description
(Bedok) Service Desk Engineer - Shift hours / Office hours
Salary budget: Up to 3.2k + Shift monthly allowance + performance bonus
Working hours:
First 3 months will be normal working hours, no shift arrangement / allowance applicable
12 hours shift or 8.5 hours shift after 3 months
Responsibilities- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
- Perform first level troubleshooting on all reported incidents and escalated 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 Agreements.
- 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 Te...