Specialist, Service Desk Specialist, Service Desk …

Singtel
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Singtel
in Singapore
Permanent, Full time
Be the first to apply
Competitive
Specialist, Service Desk
NCS is a leading information and communications technology (ICT) and communications engineering services provider across the Asia-Pacific region. We are headquartered in Singapore and a wholly owned subsidiary of the Singtel Group. We have in-depth domain knowledge and unique capabilities that create business value for customers. We offer a broad range of services, including consulting, systems development and integration, business process outsourcing, infrastructure management and solutions, and technology solutions.

Responsibilities:
  • Ensure calls are answered and emails are responded in a timely manner.
  • Provide first level troubleshooting on data and voice related incidents.
  • Log all incidents reported to the Service Desk.
  • Perform initial classification/ prioritization of the incidents.
  • Escalate incidents to 2nd level resolver groups as per work instructions.
  • Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  • Submit progress reports.
  • Ensure service level meet requirement. Propose and implement action plan when required.
  • Notify Team Lead in the event of unusual surge in calls of a specific nature.
  • To drive the improvement of a specific domain / system /product knowledge.
  • Contribute knowledge articles and update them in a timely manner when required.
  • Produce training materials (inclusive of usage of on-line training tools)
  • Drive FCR improvement in the Service Desk Team
  • Able to conduct training to the Service Desk Team on new initiatives / processes and knowledge updates.

The Ideal candidate should possess the following:
  • IT Diploma and above
  • 1 year IT experience
  • Windows 10, Windows 8.1, iOS, Android support


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