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Specialist, Service Desk

Date: 20-Nov-2020

Location: Singapore, Singapore

Company: Singtel

Responsibilities:

  • Ensure calls are answered and emails are responded in a timely manner.
  • Provide first level troubleshooting on data and voice related incidents.
  • Log all incidents reported to the Service Desk.
  • Perform initial classification/ prioritization of the incidents.
  • Escalate incidents to 2nd level resolver groups as per work instructions.
  • Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  • Submit progress reports.
  • Ensure service level meet requirement.  Propose and implement action plan when required.
  • Notify Team Lead in the event of unusual surge in calls of a specific nature.
  • To drive the improvement of a specific domain / system /product knowledge.
  • Contribute knowledge articles and update them in a timely manner when required.
  • Produce training materials (inclusive of usage of on-line training tools)
  • Drive FCR improvement in the Service Desk Team
  • Able to conduct training to the Service Desk Team on new initiatives / processes and knowledge updates.

 

The Ideal candidate should possess the following:

  • IT Diploma and above
  • 1 year IT experience
  • Windows 10, Windows 8.1, iOS, Android support