IT Service Desk Support

Job description

Looking for an opportunity to elevate your career? Our internal mobility program is just what you need! In Singtel Group, we strongly believe that our employees are our most valuable assets and are committed to creating a culture that supports your professional growth. By exploring new job opportunities within the company, you can expand your skill sets, gain exposure to different areas of the business, and build a diverse and fulfilling career.

If you are keen to explore this position or would like to refer a friend, please apply with an updated resume attached. Should you have any questions or concerns, please do not hesitate to reach out to the Talent Acquisition Manager in charge. Be a part of something BIG! The IT Service Desk Support is responsible in providing First Call Resolution (FCR) technical support via phone, self-service tickets and live chat.

He/She will ensure tickets raised as per above channels are responded in a timely manner. This role also requires first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.

Make an Impact by

Identifies and resolves customer issues and enquires completely, accurately within the committed turnaround time and in accordance with ServiceDesk standards to ensure contact handling accuracy and operational effectiveness. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.

Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status. Ensures highest standard of service delivery to our customers. Maintains confidentiality of customer’s data. Uses customer service and sales skills to optimize the opportunity of each customer contact.

Educates the customer about available services and directs them toward available resources for self-help. Resolves customer complaints and problems to the satisfaction of the customer, and completes accurately the necessary documentation of complaints, issues and subsequent solutions.

Skills for Success

Degree/ Diploma in any discipline, preferably in IT related field. Fresh graduates are welcome to apply for this position. 1-2 years of experience in IT ServiceDesk, Call Centre, Customer Service (calls and correspondents) environment will be an advantage. Possess a positive mindset with a “CAN-DO” attitude and passion to deliver quality customer service. Possess a pleasant voice, excellent comprehension, communication, interpersonal skills and work etiquette.

Good analytical skills, passion for working and is good in multi-tasking. Resourceful, proactive, results-driven, attentive to details and a good team player who likes to work in a fast-paced changing environment. Passion for working, responsible and with good working attitude. Proficient in PC skills including MS Office applications and ServiceNow. Willing to work on staggered/rotational shifts (e.g. 8.5 or 12 hours shift) including weekends and Public Holidays to support 24x7 Contact Centre service operations.

Your Career Growth Starts Here. Apply Now!