Ops Support Executive, Service Desk

Responsible for the provision of accessible, timely, effective, efficient and professional quality service to resolve problems and to delight customers.

1) Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
2) Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
3) Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
4) Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
5) Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.

6) Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
7) Work with Team Lead to feedback and / or improve processes

Details of working hours

1. Staggered 8.5hr/ day on weekday, between 7am to 7pm.
2. Need to rotate to cover alt Sat(4hr, between 8am to 2pm), OT will be paid if time-off cannot be arranged.