Job Scope:

• Provide 24x7 Point of Contacts and onsite 1st level support for company Support Teams, Clients and Client's 3rd Parties Vendors
• Provide 1st level troubleshooting to customers.
• Respond to customer calls in a professional and courteous manner
• Responsible for logging calls and ensure all calls contain clear problem description, resolution and all activities carried during resolution of the problems with the customers
• Attend Daily Operations Review Meeting
• Able to do initial diagnostic, categorisation, set priority, dispatch job
• Able to support & coordinate with Support teams in incident/problem investigation and resolution.
• Able to identify incident trends in order to elevate incidents in accordance with standard operating procedures.
• Ensure timely case attention, resolution, escalation and closure, so that SLA is met.
• Ensure timely escalation of major and critical incidents.
• Ensure timely submission of daily and periodic statistics and reports.
• Ensure timely reporting of services outages or degradation and/ or batch failures
• Contribute and Submit knowledge request if found lacking in the knowledgebase.

Job Qualifications:

• Diploma or Certification in Information Technologies related fields.
• Minimum of 1-2 years of post-education IT work experience required.
• Working knowledge on Windows Desktop Operating Systems thru Windows 10
• Proficient level of computer skills including MS Word, PowerPoint, Excel and Outlook.
• Experience with call tracking / ticket management system, Autotask preferably
• Experience with Managed Services, IT Integration and/or Consulting experience a plus
• Basic Configuration and Administration of PC and Laptops will be a plus.
• Must be able to work independently and/or in a team environment
• Ability to deliver valuable and professional IT services to external clients
• Time management and organizational skills to efficiently complete assigned tasks
• Good communication skills to ensure successful resolution to client issues
• Ability to interact professionally with a diverse group of colleagues and clients
• Ability to work on site at client locations with respect to client's work environment & staff
• Capable of maintaining a calm cool composure even when navigating challenging situations and frustrated clients
• Provide excellent communication with client while on site assuring superior client service

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.manpower.com.sg/privacy-policy