Service Desk Analyst
Roles & Responsibilities
- Perform the day-to-day activities of Service desk
- Handling the voice calls and emails in both Mandarin and English
- Incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
- Requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
- Incidents are resolved at first call or escalated timely to appropriate support parties
- Outstanding incidents and requests are monitored and further escalated in case of potential SLA breaches
- Respond to customer inquiries, feedback and compliments
- Use Remote Desktop tool to assist the end users as required
- Monitor the tickets queue, Assigning/Reassigning and follow up of tickets as per SOPs
- Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team
- To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications
- To install and configure new IT software
Requirements
- High diploma or Equivalent
- Good telephone manner
- 2-3 years. At least one-year work experience in Technical Help desk/Service desk
- Proficiency in spoken and written English and Mandarin
- Flexibility to work on shift schedules (including overnight and weekend)
- Strong problem solving and analytical skills
- Good communication and interpersonal skills
- Experience on Outlook/Lotus Notes/any other email client is desirable
- Experience in troubleshooting of Desktop, Laptop, Printer, Internet Browser, Network connectivity, MS-Office, VPN client etc. MDM client troubleshooting/set-up would be an added advantage
- Working hours 7:00 AM to 7:00 PM SGT. Flexible to work in Weekend Shifts.
Toss-Ex Pte Ltd
Toss-Ex an associate company of a Singapore based Technology Group of companies committed to deliver Technology Consulting in IT Service, Payroll Outsourcing and Immigration Services.
Toss-Ex provide customized solutions to business corporations by leveraging our existing strengths in technology integration, management know how and financial capital. Our consultants have a wealth of experience in management; technology deployment and business venture development to ensure maximum return on human capital and investment.