#SGUNITED JOBS Service desk Engineer

Singapore ₹2K-3K LPA Posted 6 Jan 2025

FULL TIME

Service Desk

Deliver First Call Resolution (FCR) technical support through both phone and email channels. Ensure that all calls are promptly answered and emails are addressed in a timely fashion.
Conduct initial troubleshooting for all reported incidents and escalate issues to second level resolver teams in accordance with established work instructions.
Provide and submit timely updates to clients regarding the status of unresolved issues, adhering to designated Service Level agreements.
Maintain ownership of cases, diligently following up on reported issues until they are resolved and ensuring that accurate and comprehensive information is documented.
Manage customer expectations effectively and inform the Team Lead of any unusual increases in calls of a specific nature.
Execute the initial classification and prioritization of incidents. Monitor the resolution process and deliver regular updates on follow-up actions and incident statuses.