Service Desk Engineer (Shift) - East - PS-CY002 - ALPHAEUS PTE. LTD.

Roles & Responsibilities

Responsibilities :

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• 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 the 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 the 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.

Requirement :

12-hour shift :

8.5 hours Core rotating shift :

Monday to Friday : 8.5 hours.

Tell employers what skills you have

Outlook

Troubleshooting

Technical Assistance

Hardware

Ticketing

Active Directory

Administration

Information Technology

Service Level

Windows OS

Service Desk

Mobile Devices

Team Lead

ITIL

Customer Service

Incident Management

Technical Support