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Specialist, Service Desk

Date: 07-Nov-2020

Location: Singapore, Singapore

Company: Singtel

NCS is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers. We offer a broad range of services, including consulting, systems development and integration, business process outsourcing, infrastructure management and solutions, and technology solutions.
 

As a Specialist, Service Desk, the broad area of your job responsibilities will cover the following: 

  • 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.
  • Timely response and rectification to provide 1st level of troubleshooting to uses queries


Ideal candidate should possess the following:

  • Diploma or Certification in Information Systems or equivalent discipline
  • 1-2 years of relevant experience in similar roles
  • Candidate who has relevant working experience with passion for customer service would be preferred
  • Customer service orientated and able to handle request and provide solution
  • A good team player and proactive in handling users’ enquiries