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Senior Systems Executive

Employer
Cognizant
Location
Singapore, Singapore
Salary
Competitive
Closing date
Jul 11, 2024

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Job Function
Other
Industry Sector
Finance - General
Employment Type
Full Time
Education
Bachelors
Role Responsibilities
  • Serve as the first point of contact for customers seeking technical assistance at walkup support locations, over the phone, remote connection software, chat, and email
  • Flexible, able to multitask, and prioritize reported issues
  • Provide a high level of customer service to users seeking problem resolution
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in internal ticketing systems
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Understanding of end-user network troubleshooting tools and practices
Skills and Experience
  • Proven experience as a help desk technician or IT support technician
  • Good understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows
  • Ability to diagnose and resolve basic end-user technical issues
  • Proficiency in English, excellent task management, verbal, and written communication skills
  • Customer-oriented technical professional
  • Technical support professional with good amount of years of experience in the IT technical support field focused on end-user support

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