IT Service Desk Analyst (Singaporean Only)

• Perform first level troubleshooting on all reported incidents and escalated incidents to 2nd level resolver groups as per work instructions.
• Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level.
• Maintain ownership of cases and follow‑up on reported issues until closure and gather accurate and complete relevant information is recorded.
• Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
• Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow‑up actions and incident status.

• Working experience as a Service Desk Analyst
• Experience on Microsoft Exchange / Outlook, Microsoft Windows

EA Licence No.:18S9405 / EA Reg. No.:R