M1 Limited is committed to an employee-orientated, high performance culture that emphasises empowerment, quality, continuous improvement, and the on-going development of a superior workplace.
As an Officer, End User Support, you must have a passion for listening and interacting with people and technology. You desire to deliver a great customer experience where you will fit right in with our team who aims to ensure that every customer is a happy one at M1.
Specific Responsibilities :
Perform the day-to-day activities of Service desk
Handling the voice calls, chats and emails
Ensure that incidents, requests, events and enquiries are received, recorded, categorized and prioritized accurately in a timely manner
Ensure that requests are fulfilled at first call or dispatched timely to appropriate fulfilment parties
Use Remote Desktop tool to assist the end users as required
Monitor the tickets queue, assigning / re-assigning and follow up of tickets as per SOPs
To diagnose and resolve software and hardware incidents, including windows operating systems and across a range of software applications
To install and configure new IT software
Level 1 remote support and resolution to hardware and software issues involving end-user desktops / notebooks, client’s network connectivity and network resource access
Install applications / software and apply updates / patches to desktops, notebooks and other end-user computing devices
Preparation of desktop / notebook system image
User account management (Account creation, deletion, modification and reset password in accordance to Customer's process and procedures)
Perform inventory management of software licenses, hardware, and other IT peripherals
Vendor management for relevant desktops / notebooks hardware repairs or software troubleshooting
Requirements : Diploma
Knowledge in Microsoft Office, Microsoft Exchange and Windows Operating System (Win 7 / Win 8 / Win 10), LAN / WAN technologies such as TCP / IP networking
Good communication and interpersonal skills
Ability to work in 24x7 shift structure, based on a defined roster
Gain first hand mobile and fixed communication products and service knowledge within the telecommunication industry
Learn how to upscale communication skills - the art of listening to understand before responding
Learn how to provide technical support over the phone, including remote troubleshooting and diagnosis
Hands-on experience in providing Level 1 remote support and resolution to hardware and software issues involving end-user desktops / notebooks, client’s network connectivity and network resource access
Opportunity to learn how to use Remote Desktop tool to assist the end users
Duration of Traineeship Offered :
Eligibility Criteria for SGUnitedTraineeships :
Singapore Citizen or Permanent Resident; and
a. Graduated or graduating in calendar year 2019 or 2020 from ITEs, polytechnics, universities, or other educational institutions (e.
g. private universities and overseas institutions); or
b. Graduated earlier from above institutions and completed National Service in 2019 or 2020.