Service Desk Agent

Service Desk Agent

Helius Technologies Pte Ltd
1-3 years
Not Specified

Job Description

1 year contract (Renewable)
Location: AMK or Bedok
Staggered Shift (Weekday and may include SG PH) –
  • 1. 7:30 AM – 5:00 PM
  • 2. 8:00 AM – 5:30 PM
  • 3. 8:30 AM – 6:00 PM
  • 4. 9:30 AM – 7:00 PM
  • 5. 10:30 AM – 8:00 PM
  • 6. Will be scheduled to work 1 Saturday or Sunday every month. OT claims will be arranged.

  • 1. Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
  • 2. Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
  • 3. Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
  • 4. Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • 5. Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
  • 6. Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
How to apply
** please submit your CV in Microsoft Words to the email below to Rae Lim Yee Ling (R1980997)

[Confidential Information]

We regret to inform that only shortlisted candidates will be contacted
Lim Yee Ling (Rae)
EA Reg: R1980997
EA License Number: 11C3373
Helius Technologies Pte Ltd

Helius Technologies is a global consulting and IT services company headquartered in Singapore. Our focus is on delivering consulting and staffing solutions spanning augmentation to managed services.

Established in 2006, Helius has partnered and supported leading companies across diverse industries including Banking and Financial Services, Manufacturing, Logistics and Healthcare.

Our objective is to be a solutions partner for our customers by focusing on their needs, leveraging our strong resource team, being flexible in our approach, and using proven processes. Over the years we have established our clientele and a significant pool of resources and facilities. We continue to grow rapidly as a company with strong management, technical and financial resources and unwavering commitment to serve our clients.

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