Job Description
This is a Work from Home Job, Please do also state which country you are and will be at, including timezone.
To provide timely first-level support and ensure efficient handling of IT-related enquiries through WhatsApp and email. We are looking for a solution-focused desktop support specialist to provide our clients systematic support. The desktop support specialist should receive IT-related concerns, and then proceed to diagnose and solve these issues. You should also ensure the regular maintenance of our customers’ IT infrastructure.
To be successful as a desktop support specialist, you should be skilled in the fitting and upkeep of computers and their networks.
Please do also take note that this job requires you to be desk-bound to during your shift to ensure SLA response to our clients.
Job Responsibilities
- Respond promptly and professionally to enquiries via WhatsApp and email.
- Provide Level 1 (L1) remote support for basic desktop troubleshooting.
- Conduct L1 troubleshooting for Microsoft email and website-related issues.
- Accurately log support tickets and ensure timely submission of monthly reports.
- Escalate issues to Level 2 (L2) support if unresolved within 15 minutes
- Advising customers on appropriate procedures for directing their IT-related queries and recommendations.
- Configuring new desktops, routers, modems, and similar devices.
- Performing routine inspections and upkeep of existing installations.
- Updating computer operating systems and other important software, as needed.
- Substantiating requests for hardware and software purchases and upgrades, if appropriate.
- Any other ad-hoc duties as required.
Job Requirement
- Minimum 2 year of experience in helpdesk or IT support.
- Proficient in basic Windows desktop and Microsoft 365 troubleshooting.
- Strong communication skills (written and verbal).
- Ability to work independently and manage tasks efficiently.
- During assigned office hours be in work teams call at all times. (for internal coordination)
- Ability to read and follow instructions (e.g. only applications through the below form will be reviewed)
- Certifications like ITILv4 and/or CCNA will be an advantage
SLA / KPI
- Response Time
- Acknowledge WhatsApp or email enquiries within 5 minutes during working hours
- Maintain a 95%+ response rate.
- Resolution Time (L1 Issues)
- Resolve basic L1 issues within 15 minutes.
- Resolve 80%+ of L1 tickets.
- Ticket Logging Accuracy
- All support interactions must be logged immediately or within 10 minutes after resolution.
- Maintain 98% accuracy in ticket documentation and categorization.
- Escalation Timeliness
- Escalate unresolved L1 issues to L2 after 15 minutes.
- 100% of escalations done within SLA
- Customer Satisfaction
- Achieve 80%+ satisfaction score on internal or external feedback surveys
- Report Submission
- Submit monthly reports by the agreed deadline (e.g., by the 3rd working day of the succeeding month)
- 100% on-time submission of monthly reports
Other Considerations for this Work from Home Job Role
- Internet Speed Test above 300mbps
- English Speaking required for internal meetings
- Typing English with little to no spelling errors (grammer/vocab mistakes are ok)
- Some experience with managing on-site personnels for scheduling
Why Join us ?
- Continue to work remotely in your country
- Earn in USD with regional travel exposure
- Yearly Trips to Singapore for Training & Networking Events
- Position of Growth, you will be the first few as we are expanding to our regional markets
- Be part of a new chapter as we expand in ASEAN regions, Canada and Europe.
