Service Desk

Job Title: Service Desk Analyst

Location: Ang Mo Kio, Singapore

Employment Type: Contract (1 Year)

Mandatory Skills

• Microsoft Office 365

Supporting Skills

• ITIL Foundation

Education Qualification

• Minimum Diploma in IT or related field

Experience

• 1 to 3 years of relevant experience

Job Description

Responsible for providing accessible, timely, effective, efficient, and professional quality service to resolve issues and deliver excellent customer support.

Key Responsibilities:

1. Provide First Call Resolution (FCR) technical support via phone and email, ensuring timely responses.
2. Perform first-level troubleshooting for reported incidents and escalate to appropriate resolver groups as required.
3. Provide timely updates to customers on outstanding issues in accordance with service level targets.
4. Maintain ownership of cases through to closure and ensure complete and accurate information is recorded.
5. Manage customer expectations and notify the Team Lead of any unusual surge in incident volumes.
6. Perform incident classification and prioritization, track resolution progress, and provide regular status updates.
7. Work with the Team Lead to provide process improvement feedback and recommendations.

Working Hours

• Staggered 8.5-hour weekday shifts between 7:00 AM and 7:00 PM.
• Alternate Saturday coverage (4 hours between 8:00 AM and 2:00 PM) on a rotational basis.
• Overtime will be compensated if time-off cannot be arranged.
• Shift Work: No
• 24x7 Standby: No

Rajkumar Renganathan
Quess Selection & Services, Singapore
EA Licence Number: 23C2060 Registration ID is R1983662

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This is in partnership with the Employment and Employability Institute Pte Ltd (e2i).

e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training, and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to Quesscorp Singapore's PDPA and e2i's PDPA