Government Organization Hiring! Full Time Service Desk Engineer in , Earn up to SGD 3,100 - Ricebowl

Mon-Fri: 08:30 AM to 6:00 PM

Sat/Sun/PH: Need to rotate to cover alt Sat/Sun/ PH from 08:30 AM to 6:00 PM.

OT will be paid if time-off cannot be arranged.

Located at: NUS Central Library

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received (regardless of source; in a professional and timely manner)

- Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.

- 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 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 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

Pay: $2,800.00 - $3,100.00 per month

Work Location: In person