Service Desk Agent
Date Submitted: 16-12-2019 | End date:
| Industry Specialization | : | Information Technology |
| Type of Employment | : | Permanent |
| Minimum Experience | : | Less than 1 year |
| Work Location | : | South Singapore |
Responsibilities:
- Provides excellent customer service in one-on-one end-user problem resolution situations over the phone and in-person.
- Assists with the creation of the IT Service Catalog.
- Manages IT-portion of the employee onboarding process.
- Provides efficient execution in the configuration, implementation and asset documentation of end-user IT hardware.
- Identifies, analyzes and resolves basic incidents regarding PCs (software and hardware), Network infrastructure, anti-virus software.
- Coordinates timely repair of PC, accessories and Network equipment covered by 3rd party vendor maintenance agreements.
- Work in service desk model involving ticketing software and resolving issues within set SLO/SLA timeframes.
- Responsible for timely resolution of issues and meeting service level objectives.
- Able to sit for long periods of time.
Required Qualifications:
- Significant experience with Microsoft Office suite of products.
- Communicates effectively (written and orally) with users, staff, management and external vendors.
- Familiarity with desktop operating systems, various software applications, and PC hardware.
- Demonstrates exceptional hands-on and phone customer service skills allowing for a positive customer service experience with end-users/customers involving each IT Service Desk request/incident handled.
- Ability to reset passwords in an Active Directory environment and add PCs to Active Directory.
- Basic PC/laptop/mobile device troubleshooting skills.
- Highly self-organized.
- Positive and energetic attitude.