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Urgent! Service Desk Agent Job Opening In Singapore, Singapore – Now Hiring ACHIEVE TECHNOLOGY ASIA PACIFIC PTE LTD

Service Desk Agent



Job description

As a Service Desk Analyst, you will be the face and voice of our company, providing crucial first-level technical support to our users.

You will play a key role in diagnosing and resolving IT incidents, ensuring minimal disruption, and delivering an exceptional customer service experience.

This role is perfect for a problem-solver who thrives in a dynamic, fast-paced environment.

Key Responsibilities

  • First Point of Contact: Serve as the primary contact for all incoming IT queries and incidents via phone and email, ensuring a professional and timely response.

  • Incident Resolution & Management: Perform first-level troubleshooting to achieve a high rate of First Call Resolution (FCR).

    Log, classify, prioritize, and track all incidents accurately in the service management system.

  • Escalation Management: Efficiently escalate complex incidents to second-level support teams with comprehensive documentation, following established procedures.

  • Customer Communication: Take ownership of user issues, providing regular and proactive updates on the status and progress of their tickets until final resolution.

  • Service Level Adherence: Work within defined Service Level Agreements (SLAs) to meet key performance indicators for response and resolution times.

  • Team Collaboration: Identify and alert team leads to emerging trends or surges in specific incident types, contributing to overall service improvement.

What We're Looking For (Qualifications & Experience)

  • Education: Minimum Higher Nitec in Information Technology, Computer Science, or a related field.

  • Experience: At least 1 year of hands-on experience in a technical support role such as:

IT Service Desk / Help Desk

Desktop Support

End-User Computing Support
- Technical Proficiency:
Required: Strong practical knowledge of Microsoft Office 365 and its applications.

Core Skills: Experience with Microsoft Windows OS , Active Directory (user account administration), and MS Outlook configuration and support.

Highly Valued: Familiarity with ITIL foundational concepts and experience supporting mobile devices (iOS/Android).
- Personal Attributes:
Excellent communication and customer-facing skills.

Strong analytical and problem-solving abilities.

Ability to work independently and as part of a team in a shift-based environment.

Proactive, patient, and empathetic with a genuine desire to help others.


Required Skill Profession

Other General



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    Unlock Your Service Desk Potential: Insight & Career Growth Guide


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