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Keywords / Skills : Service Desk, Helpdesk, Technical helpdesk, Call Coordinator, IT support

0 - 1 years
Posted: 2018-12-20

Nationality
Singapore (Candidates authorized to work in the above mention countries are also eligible to apply)
Industry
Customer Service
IT/ Computers - Hardware
IT/ Computers - Software
Function
IT
Role
Fresh Graduate
Education
Bachelors
Degree
Posted On
20th Dec 2018
Job Description
• Responding to the incoming request (phone call, voice mail, electronic mail & Self-Help).

• Recording all requests and responding per the SLA

• Authenticating callers

• Providing consultancy service to callers, guide them whether the request/problem is under IBM support scope.

• Checking for entitlement of service level

• Gathering the appropriate information for the type of request

• Attempting to fulfill the request within the defined service level

• Assessing the severity and priority of requests

• Transferring and dispatching requests to the appropriate Level 2 Support

• Weekly email update to requester of the status of an outstanding request

• Informing the requester of the status of an existing request, upon request

• Contacting the requester for further information, as required

• Performing initial escalation

• Closing requests with requester agreement on the stated resolution



About Company

Established in 1991, Collabera is one of the fastest growing end-to-end information technology services and solutions companies globally. As a $500 million IT company, Collabera's client-centric business model, commitment to service excellence and Global Delivery Model enables its global 2000 and leading mid-market clients to succeed in an increasingly competitive marketplace.

With over 9000 IT professionals globally, Collabera provides value-added onsite, offsite and offshore technology services and solutions to premier corporations. Over the past few years, Collabera has been awarded numerous accolades and Industry recognitions including.

� Collabera listed in GS 100 - recognized for excellence and maturity
� Collabera named among the Top 500 Diversity Owned Businesses
� Collabera listed in GS 100 & ranked among top 10 service providers
� Collabera was ranked:
� 32 in the Top 100 Large Businesses in the U.S
� 18 in Top 500 Diversity Owned Businesses in the U.S
� 3 in the Top 100 Diversity Owned Businesses in New Jersey
� 3 in the Top 100 Privately-held Businesses in New Jersey
� 66th on FinTech 100
� 35th among top private companies in New Jersey

http://www.collabera.com/about_us/accolades.jsp
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