Job Requirements
Job benefits
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Career growth
Ever feel stuck with your career? We don't hire you simply because we needed to fill an empty slot. Together, we will help you shape and grow your career so you can progress further and rediscover your true sense of purpose at work.
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Insurance
Unexpected things may happen at unexpected times. We cover basic insurance costs for you and your loved ones in case of emergencies or unfortunate events. You can also upgrade your plan any time you want.
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Professional Development
Every employee is an invaluable asset to any team; that's why we want to help you grow. Level up your skills and expertise through our professional co-development programs with notable organizations. We will cover the cost.
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Job description for IT Helpdesk Specialist at eVantage Technology Pte Ltd
- Single point of contact for end user to log incident and service request via email and hotline
- Provide first and second level support to resolve the issues.
- Coordinate with different support team to ensure issue resolved with proper resolution recorded
- Follow SOP and policy defined.
- Knowledge Base Maintenance.
- Provide incident management for all in-scope assets.
- Responsible for tickets resolution within scope of support, with the use of remote diagnosis and resolution where appropriate.
- Responsible for call logging, call assignment, incident management & coordination, call tracking and follow up to closure within agreed SLA.
- SLA compliance and reporting.
- Responsible for scheduling the engineers for onsite service calls.
- Log all calls in the CRM system provided; review and manage all incidents and problems to ensure accurate recording, appropriate classification, timely escalation and updates to the customers.
- Manage proactive monitoring using relevant tools and manage the alerts and tickets generated to closure.
- Review the incidents and contribute to building up a knowledge base for effective and efficient IT support.
- Develop and maintain service desk metrics and reports.
- Focus on first call resolution to ensure early closure of tickets
- Exceptional problem solving ability
- Outstanding customer service and stakeholder management skills
- Excellent communication skills
- Strong technical hands-on skills
- Strong networking configuration and troubleshooting experience (switches, routers, firewalls, wireless set up and VPN)
- Excellent troubleshooting skills of end user equipment (e.g. Windows and Mac systems)
- Good knowledge on the desktop support for both hardware and software
- Min. 1 years of relevant working experience
- Willing to work after office hours if required
- Possession of Microsoft MCSA, MCSE (Messaging) and CCNA certification is an advantage