Service Desk

Service Desk

eTeam Workforce Pte Ltd
Not Specified
Not Specified

Job Description

Job Description
Job requirement:
  • Serves as first point of contact for all IT incidents or enquiries across APAC region
  • Perform first level troubleshooting / guidance, maintain high First Call resolution for customers
  • Excellent communication and service attitudetocustomers
  • Provide endtoend communicationstocustomers
  • Abletopass on and escalate customer's feedback, suggestions or issuestorelevant teams
  • Identify and suggest possible improvements in terms of process, or Incident Management
  • Direct unresolved issuestothe next level of support teams.
  • Abletorecord all incident events and logs, and resolution taken in every tickets
  • Provide a clear and accurate incident details & logs prior escalation
  • Abletofollow a defined process in terms of escalation, follow up, daily operations, monitoring, and reports
  • Tech savvy with working knowledge of: ServiceNow, Active Directory, Exchange, Task Scheduler, Files permission, Citrix fundamental, Network concepts, Airwatch, Remote connections
  • Customer service oriented
  • Good understanding for iOS and Windows 10 devices
  • Proficient and abletocommunicate well with English & Chinese language
  • Provide and maintain high rates of First Call Resolution & Customer Satisfaction

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