Service Desk Engineer

4 weeks ago

Singapore X-TRA COMMUNICATION PTE. LTD. Full time
Roles & Responsibilities

-Responsibilities:

  • Perform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.
  • Serve as the first point of contact for customers seeking technical assistance over the phone , email and ticketing system.
  • Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).
  • Ensure calls are answered and emails are responded in a timely manner.
  • Perform first level diagnostic and troubleshooting on all detected fault notifications or reported incidents and escalate incidents to 2nd level per work instructions.
  • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
  • Track and document issues and compile incident reports.
  • Manage customer expectations and maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Incident testing and replacement of faulty equipment.

Requirements:

  • Diploma IT, Computer Science or relevant field with related work experience.
  • Proven experience as a helpdesk engineer or other customer support role.
  • Good understanding of computer systems, IT infrastructure and other tech products.
  • Ability to diagnose and resolve basic technical issues.
  • Proficiency in English.
  • Excellent communication skills.
  • Customer-oriented.
  • Able to work shift hours.
  • At least 2 years' experience in ServiceDesk supportPerform day-to-day IT Infrastructure Operation tasks, Monitoring and Health checks.

- Serve as the first point of contact for customers seeking technical assistance over the phone or email.

- Provide End User Technical Support (Including but not limited to Phone, Onsite and By Electronic Means).

- Diagnose and Resolve Technical Issues in accordance with Standard Operating Procedures;

- Maintain and monitor daily performance of wireless and network infrastructure.

- Log fault calls and other modes of communication and ensure prompt and timely follow up.

- Incident testing and replacement of faulty equipment.

- Assist in the preparation of status reports.

- Deliver training to users, engage in updates and write ups on various training and technical manuals.

- Render assistance and support to Engineers.

- Follow-up and update customer status and information.

- Pass on any feedback or suggestions by customers to the appropriate internal team.

Requirements:

- Diploma/ Degree in IT, Computer Science or relevant field with related work experience.

- Proven experience as a helpdesk technician or other customer support role.

- Good understanding of computer systems, mobile devices and other tech products.

- Ability to diagnose and resolve basic technical issues.

- Proficiency in English.

- Excellent communication skills.

- Customer-oriented and cool-tempered.

- Able to work shift hours.

Tell employers what skills you have

Excellent Communication Skills
Troubleshooting
Technical Assistance
Hardware
Ticketing
Customer Support
Windows 7
Wireless
Service Desk
Windows
Mobile Devices
ITIL
Customer Service
Incident Management
Technical Support

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