SERVICE DESK AGENT

SECTION A: POSITION SUMMARY

-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)

SECTION B: KEY RESPONSIBILITIES AND RESULTS

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

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 the targeted Service Level

4.Maintain ownership of cases and follow up on reported issues until closure and ensure accurate and complete relevant information is recorded.

5.Manage customer expectations and notify the Team Lead in the event of an unusual surge in calls of a specific nature/ potential escalation or complaint.

6.Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

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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