Service Desk Engineer

Requirements

• Min Higher Nitec in IT related fields
• Min 1 year End user support experience in Technical Service Desk.
• Customer Service Experience in non-tech call center environment will not be considered.
• Knowledge in Windows OS, Active Directory Account Administration, MS Outlook, mobile devices support.
• Shift pattern:
• Monday -Friday: 8am - 5pm / 12.30pm - 9.30pm
• Sat/Sun: 8am - 5pm / 12.30pm - 9.30pm
• Work on Saturday/Sunday will be compensated by weekday offs.
• Roaster will be shared start of the week.
• This is in partnership with the Employment and Employability Institute Pte Ltd ("e2i").

Additional Information

JOB DESCRIPTION The 1st Level Remote Support is required to provide 1st level troubleshooting to user's queries/incidents received (regardless of source; in a professional and timely manner) Please ensure that shortlisted candidates meet the specified qualification requirements and have relevant remote - Service Desk background with at least 1 year of Service Desk experience. Examples of relevant Service Desk background may include (but are not limited to): - Handling and resolving Level 1 IT support tickets. - Managing incident and enquiries through ITSM tools (e.g., ServiceNow, Remedy). - Providing remote support for end-user devices, applications, portal, policies and network connectivity. - Coordinating with Resolver Groups and escalating issues when necessary. - Supporting users in a corporate environment and documenting resolutions. In addition, candidates should possess strong communication skills for professional call handling and email correspondence, as these are essential in our remote Service Desk environment. - 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.

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Company Intel

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