IT Service Desk Executive (Rotation Shift)

About the client:

Our client is a Reputed Company.

Responsibilities:

• Serve as the first point of contact for users experiencing technical issues via different support channels such as phone, email, Self-Service Portal, Tech Concierge Desk.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
• Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
• Escalate unresolved issues to relevant next level support team (L2/L3)
• Ensure effective management of all incident priorities including Major Incidents, Priority 1,2,3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk .
• Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
• Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards

Requirement:

• Degree/Diploma in Computer Science, Information Technology, or related field
• Proven work experience in an IT Service Desk, Desktop Support Engineer, or other similar roles
• Working knowledge and experience on ITSM ticketing tools
• Working knowledge and experience on computer hardware, OS, software, and applications both in Windows and Mac environments.
• Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as TeamViewer
• Possess an ITIL v3 and above Foundation certification is an advantage
• Knowledge of user access management processes and tools such as SailPoint or OKTA is a plus.
• 3 years of experience in a 24X7 service desk or technical support role.
• There are 3 shifts : Morning (normal hours), Afternoon-to-Night, Night-to-Morning, including working on weekends and public holidays, according to the team's scheduled roster.

Interested candidates, who wish to apply for the above position, please send in your resume to Mohamed.basith@persolkelly.com

We regret that only shortlisted candidates will be contacted.

EA License No. 01C4394

EA Personnel Reg.No. R1104824 (Samsudeen Mohamed Basith)

This is in partnership with Employment and Employability Institute Pte Ltd (“e2i”). e2i is the empowering network for workers and employers seeking employment and employability solutions. e2i serves as a bridge between workers and employers, connecting with workers to offer job security through job-matching, career guidance and skills upgrading services, and partnering employers to address their manpower needs through recruitment, training and job redesign solutions. e2i is a tripartite initiative of the National Trades Union Congress set up to support nation-wide manpower and skills upgrading initiatives. By applying for this role, you consent to e2i’s PDPA.

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