ITSM Experience Service Desk Engineer

4 weeks ago

Singapore U3 INFOTECH PTE. LTD. Full time
Roles & Responsibilities

Location: Client Site – Chai Chee, Singapore

Salary: $3,500 – $3,700 per month

Contract Duration: 1 Year (with completion bonus)

Security Clearance: Cat 2 required

We are looking for a Service Desk Engineer to be the first point of contact for end users. In this role, you will handle technical issues and service requests related to hardware, software, network, and Microsoft Exchange/Outlook. You will log and track incidents using ITSM tools, troubleshoot issues, escalate where necessary, and ensure timely resolution.

This role requires professionalism, patience, and strong troubleshooting skills to deliver excellent customer support.

Key Responsibilitie

  1. Provide first-line technical support for hardware, software, and network issues.
  2. Log all incidents and service requests in the incident ticketing tool.
  3. Perform accurate problem assessment and ensure timely resolution.
  4. Escalate issues to Level 2/3 support as per escalation matrix.
  5. Provide regular updates to users on incident status and follow-up actions.
  6. Ensure polite, professional handling of calls, emails, and service requests.
  7. Collaborate with the Team Lead to suggest process improvements.
  8. Participate in shift work and weekend duties as per rotation schedule.

Requirements

  • Minimum 2 years of IT Service Desk experience.
  • Strong troubleshooting skills with ability to resolve first-line issues.
  • Hands-on experience with Microsoft Exchange / Outlook (mandatory).
  • Familiarity with ITSM tools and escalation workflows.
  • Good written and verbal communication skills.
  • Relevant certifications (e.g., ITIL Foundation, CompTIA A+) are an advantage.

Work Schedule

Shift Work: 8-hour shifts, rotational basis.

Shifts:

  1. 1st Shift: 8:00 AM – 5:00 PM
  2. 2nd Shift: 12:30 PM – 9:30 PM
  • Days: Monday to Sunday (5 working days per week, 2 rest days – not always consecutive).
  • On average, one full weekend off every 1.5 months.

Application Process: If you possess the required skills and are ready to take on a dynamic role, we encourage you to apply. Share your resume at Career@U3infotech.com

U3 Privacy policy for job applicants: When you apply, you voluntarily consent to the collection, use, and disclosure of your personal data for recruitment/employment and related purposes

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Tell employers what skills you have

Security Clearance
Outlook
Troubleshooting
Microsoft Office
Technical Assistance
Hardware
Ticketing
Customer Support
Information Technology
Microsoft Exchange
Service Desk
Windows
Team Lead
ITIL
Incident Management
Technical Support

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