
Service Desk Engineer
2 weeks ago
Role:Service Desk Engineer
Location:Ang Mo kio
Working Hours:
1. Rotating 12-hour Day or Night shift.
2 days work with 2 days off day
Job Summary:
The Service Desk Agent is responsible for providing first-level remote support by troubleshooting user queries and incidents professionally and efficiently, regardless of the source of the request.
Key Responsibilities:
- Provide first-call resolution (FCR) support via phone and email, ensuring prompt and professional responses.
- Perform initial troubleshooting for all reported incidents and escalate unresolved issues to second-level support teams as per defined procedures.
- Keep users informed with timely updates on the status of their issues, in alignment with service level targets.
- Maintain end-to-end ownership of support tickets, ensuring accurate and comprehensive information is logged and cases are followed through to resolution.
- Manage user expectations effectively and alert the Team Lead in case of unusual spikes in specific types of incidents.
- Accurately classify and prioritize incoming incidents, track their progress, and ensure consistent follow-ups and updates until closure.
Technical Documentation
Troubleshooting
Microsoft Office
Hardware
Ticketing
Windows 7
Information Technology
Service Level
Logging
Service Desk
Windows
Mobile Devices
Team Lead
ITIL
Incident Management
Technical Support
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