Service Desk Agent (On-site | Shift)

Job Overview

Provide L1 technical support via phone and email to end-users in the government sector.

Key Responsibilities

• Technical Support: Deliver First Call Resolution (FCR) and initial troubleshooting via phone and email

• Incident Management: Classify, prioritize, and track incidents; escalate complex issues to 2nd-level support

• Customer Care: Manage customer expectations and provide timely updates within Service Level Agreements (SLAs)

• Case Ownership: Maintain full ownership of issues from log-in to accurate documentation and closure

• Surge Reporting: Identify unusual call spikes and immediately alert the Team Lead

Requirements

• Higher Nitec/ Diploma in an IT-related field

• Min. 1 year in End-User Support, Desktop Support, or Technical Service Desk

• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, and mobile device support

Location: East

Working hours:

2 days’ work and 2 days’ rest

12 hours shift: 7.30am - 7.30pm / 7.30pm - 7.30am