Service Desk Specialist

1 day ago


Singapur, Singapore U3 Full time
Job Summary

U3 is seeking a highly skilled Service Desk Engineer to join our team. As a Service Desk Engineer, you will be responsible for providing technical support to our customers, resolving issues, and ensuring that all incidents are prioritized and resolved within SLA standards.

Key Responsibilities
  • Perform Level 1/2 diagnosis and resolution of incidents / requests raised
  • Log and track customer system problems, incidents, issues, requests and queries raised by users
  • Ensure all issues are prioritized and resolved within SLA standards
  • Perform incident closure, verifying problem resolution with users and documenting resolution procedures
  • Handle calls / tickets / emails covering a range of incidents from hardware failures to software configuration problems, and general queries related to IT
  • Liaise with other support teams as required to resolve requests / issues in a timely manner
  • Perform monthly activities as per the standard operating procedures
Requirements
  • Degree in computer science, engineering or equivalent
  • Ability to multi-task, take initiative and work independently with multiple stakeholders
  • At least 1 to 3 years of working experience in helpdesk support/call center environment is preferred
  • Good working knowledge on service desk ticketing system, telephony system, email, online chat, service support processes
  • Good working knowledge on other IT domains, including software, hardware, servers, and network operations
  • Knowledge in these areas: MacBook and Windows machine/applications troubleshooting ServiceNow and JIRA ticketing systems Windows OS 10 and 11 Microsoft Office and Atlassian applications Antivirus / Encryption Office365 / Azure AD experience will be beneficial


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