Service Desk Agent IT Industry (Up to $2950 OT Pay)

Basic Salary: $2,950 (no bonus)
Contract Duration: 1 Year (Under Agency Headcount)
Work Location: NCS Hub (AMK) or NCS Bedok (location assigned by business decision)

Job Description: The Service Desk Agent provides first-level remote support and troubleshooting for user queries and incidents. 

Responsibilities include:
1. Technical Support:
~ Provide First Call Resolution (FCR) technical support via phone and email.
~ Ensure calls are answered and emails responded to promptly.
2. Incident Management:
~ Perform first-level troubleshooting on all reported incidents.
~ Escalate incidents to second-level resolver groups as per work instructions.
~ Maintain ownership of cases and follow up until closure.
3. Customer Communication:
~ Furnish and submit timely updates to customers on the status of outstanding issues.
~ Manage customer expectations and notify the Team Lead of any unusual surge in calls of a specific nature.
4. Incident Tracking:
~ Handle initial classification and prioritization of incidents.
~ Track the progress of resolution and provide regular updates on incident status.

Additional Notes: Candidates must be comfortable working at the assigned location, which will be based on business needs and cannot be chosen by the employee.

Educational Qualifications and Experience:
~ Minimum Diploma Holder
~ Minimum 1 year of end-user support experience (desktop or technical service desk)
~ Customer service experience in non-tech call center environments will not be considered
~ Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, OneNote, Publisher, Skype for Business, Access)

Tan Wen Sin (R23118072)
RecruitFirst Pte Ltd (E.A. 13C6342)