Helpdesk/ ServiceDesk Agent

🌟 We're Hiring: Helpdesk/ServiceDesk Agent! 🌟

We are looking for a proactive and customer-focused Helpdesk/ServiceDesk Agent to join our team in Singapore. The ideal candidate will be responsible for providing first-line IT support, resolving technical issues efficiently, and ensuring high customer satisfaction in a dynamic office environment.

Role: ServiceDesk Agent

Location: Depot Road

(work 12-hour rotating shifts)

Job Description & Requirements:

• Respond to incidents, requests, enquiries, and alerts via Call, Email, Web Chat, EUP, IVR, and monitoring consoles.
• Provide Level 1 troubleshooting for Workplace, Server, Network, Microsoft 365, Secure Access Service Edge (SASE), and Point of Sale (POS) systems.
• Monitor security events, server/network availability, and system performance.
• Perform password resets and account unlocks.
• Log, manage, and escalate incidents to the appropriate Resolver Teams.
• Maintain accurate records in the Service Management System.
• Provide timely updates and ensure cases are resolved within SLA.
• Follow Standard Operating Procedures (SOPs) and perform daily operational tasks.

Requirements:

• High school diploma or equivalent.
• IT support experience or knowledge is an advantage.
• Willing to work 12-hour rotating shifts.