IT Helpdesk Engineer (East) - PS-CY023

Benefits:

• Standard Insurance coverage
• Shift allowance*
• Performance Bonus*
• CompTIA certificate sponsorship*

*Subject to T&C

Contract duration:

• 1 year, renewable subject to performance

Responsibilities :

• Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded promptly
• 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 the 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 the 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.

Requirement :

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience, Desktop or Technical Service Desk. Customer Service
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.

• Working hours: 12-hour shift; Rotation of 2 days’ work and 2 days’ rest

OR

• Core rotating shift: Monday to Friday: 8.5 hours. Day shift between 1 pm – 10:30 pm. Night shift between 10:30 pm to 8 am.