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 :
- Min Higher Nitec in IT related fields
- Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service
- Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
- Open to work in 12 hours rotating shift (2 days work 2 days off) or 8.5 hours rotating night shift (5 days)
12-hour shift:
- Rotation of 2 days work and 2 days rest, regardless of Saturday, Sunday and Public holidays.
- Shift allowance will be compensated.
8.5 hours Core rotating shift:
- Monday to Friday: 8.5 hours.
- Day shift: 1 pm - 10:30 pm
- Night shift:10:30 pm to 8 am
- Shift allowance will be compensated.
