Ops Support Executive, Digital Care

About the role

Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner. Perform first level troubleshooting on all reported incidents and escalate 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. Log, track and priorities all support request using the ticking system, ensuring accurate documentation and timely resolution. To have a minimum of 1-year end-user support experience, desktop or technical service desk. This requirement does not include those with Customer Service Experience in a non-technical call centre environment. To have the relevant technical skills to support existing and new computing devices like desktops, notebooks, tablet devices and smartphones with knowledge of Windows Operating Systems, Active Directory Account Administration, and Microsoft Office applications. Good understanding on Hardware and peripherals. Experience in supporting WIFI/LAN Connectivity Understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN) Customer service orientation and patience when dealing with non-technical users Basic Understanding of ITIL framework Preferably with CompTIA A+ certification Need to perform rotating shift Operating hr: 7.30am to 9pm (rotating shift) Inclusive of Mon - Fri, weekends and public holidays Security Clearance required Singaporean We are driven by our AEIOU beliefs-Adventure, Excellence, Integrity, Ownership, and Unity-and we seek individuals who embody these values in both their professional and personal lives. We are committed to our Impact: Valuing our clients, Growing our people, and Creating our future. Together, we make the extraordinary happen. Learn more about us at ncs.co and visit our LinkedIn career site. Scam Alert We are aware of fraudulent job offers and impersonations of NCS recruiters. Phishing emails using convincing-looking but fake addresses are also commonly used to trick you into thinking that they come from official NCS sources. Please note that all official communications from NCS Group will only be sent from verified corporate email addresses. Always check that the sender's email address ends with the genuine NCS domain, @ncs.com.sg and beware of extra letters, symbols or misspellings. When in doubt, verify the sender's identity by contacting us at reachus@ncs.com.sg.

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