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Service Desk Agent

Job Title: Service Desk Agent
Contract Type: Contract
Location: Singapore
Industry:
Salary: Negotiable
Start Date: ASAP
Reference: 198835_1576030591
Contact Name: May Anne Ramos
Contact Email: mayanne.ramos@peoplebank.asia
Job Published: December 11, 2019 10:16

Job Description

Service Desk Agent
  • MNC IT company
  • 2 headcount available
  • 12 months contract, renewable
  • 24 x 7 shift work, 12 hours shift and office hours on a rotational basis
  • Working hours: 8 am to 8 pm or 8pm to 8 am
  • Work location: Depot Close
The Opportunity
  • Provide Single Point of Contact (SPOC) assistance across all the tickets which get logged at Service desk
  • Log incidents with First Call Resolution (FCR) for the service requests received via incident logging tool, phone and emails,
  • The Tickets received at the Service Desk would be categorized into P1, P2, P3 & P4 as per the definitions.
  • Prioritize and resolve the incidents as per the defined Severity matrix,
  • Monitor the service desk tool for open and pending incidents,
  • Categorize and assign the incidents to appropriate technical group and align to respective severity / priority group,
  • Route calls to the vendors in case of issues pertaining to vendors,
  • Follow-up with technical team of HPE towards incident status and manage internal / external notification and escalation,
Escalation
* Escalate issues / tickets which are going beyond the service levels,
* Escalate issues pertaining to vendors non-performance or delays,
* Escalate issues pertaining to users non-availability or non-cooperation,
  • Track all the issues and send status updates on the progress
  • Prepare MIS for the Tickets,
  • Maintain up-to-date information on the customer contacts, vendor contacts, management contacts, SLA matrix, Severity and categorization matrix,
  • In case of problem not resolved remotely and required physical visit such case the team will coordinate with customer's onsite team for problem resolution.
  • User Provisioning and Deprovisioning and assurance of IT eligibilities within a day of user joining, profile change or exit,
  • User notification about ticket progress at regular intervals or about major system/network outages,
  • Participation in the knowledge management process
  • Verification, qualification and recording of knowledge items
  • Problem analysis, action steps, and resolution are documented in the ticket tool.
  • Provide Level 1 support for all End User Issues pertaining to applications (In-Scope), Operating System , Printing, Office Automation Tools;
  • Manage any application/software installation of End user devices;
  • Configuration of End user devices, Messaging, Office Automation applications etc.,
  • Installation of software and troubleshooting related problem, OS support - configuration, Reinstallations etc.,
  • Installation of office automation applications,
  • Download, Test and update the critical Patch released by OEM vendors post approval from customer,
  • Troubleshoot for the End user problems reported
  • Provide End user support such as OS configurations, Installation of printer/peripherals configurations, virus cleaning and restore of the OS after failure,

Your Background

  • Experienced in troubleshooting IT related issues
  • Level 1.5 Service Desk Agents (24 x 7 shift work, 12 hours shift and office hours on a rotational basis)

Interested candidates please submit your CV to mayanne.ramos@peoplebank.asia or apply online.

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