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Support Engineer

3 weeks ago

Singapore beBeeCustomer Full time $60,000 - $80,000
Service Desk Specialist

Our team provides 24/7 IT support coverage, with teams present at both Singapore and Belfast locations. Calls can come from anywhere in the world and the Service Desk Staff are key in providing an effective and professional IT support service to staff and clients.

  • Regularly collaborating with Global Service Management teams is critical to ensure worldwide consistency of services delivered to customers.
  • The Global Service Desk team is critical and the backbone for IT customer service, with frequent interactions with and execution of the ITIL disciplines of incidents, change, problem, release, and capacity management.

Role and Responsibilities:

Working Hours:

We operate on a two-shift system, Monday to Friday, with shifts running from 7am-4pm and 9am-6pm. Weekends are also covered based on a roster.

The Service Desk Analyst is accountable for supporting and maintaining the following areas:

  • Providing first-line (telephone) support and occasional second-line (deskside) support.
  • Recording all incidents and requests in our call logging system.
  • Assigning incidents and requests that cannot be resolved to the appropriate teams.
  • Ensuring customers are kept informed of events relating to their call.
  • Facilitating communication between various IT teams, regional and global.
  • Proactively engaging with regional IT Support Officers and IT Operations team to provide the highest level of service.
  • Coordinating with the ITIL Process Management team as required.
  • Providing first-line (telephone) support and occasional second-line (deskside) support for incident resolution.
  • Recording all requests for assistance in our call logging system.
  • Ensuring all calls are responded to within a timely manner and according to agreed objectives.
  • Facilitating communications between local/regional IT Officers, Training teams, and Global support teams.
  • Passing calls to second and third-line support teams if not resolvable first-line.
  • Ensuring customers are kept informed of events relating to their call.
  • Monitoring calls passed to second and third-line teams.
  • Providing guidance, training, and mentoring to team members as required.
  • Building and maintaining good customer relationships.
  • Developing a detailed understanding of supported business and departments.
  • Completing tasks and assigned work to agreed deadlines.

Required Skills and Qualifications:

Key Requirements:

  • Minimum 'A' level standard education or equivalent.
  • Minimum 4-5 years IT experience with at least 3 years in a first-line support role.
  • Excellent customer service skills.
  • Knowledge of Windows 10, Microsoft Office, and remote working via VPN and Citrix.
  • Detailed practical knowledge of Service Desk tools and end-user IT services.
  • Expertise in call managing systems.
  • Active Directory and Remote Exchange Console.
  • Basic understanding of all technologies used by the business and its practices.
  • Experience working in the professional services sector with appreciation of demands placed on support teams.
  • ITIL environment experience.

Benefits:

You will stand out if you bring strong organisational skills, commitment to rapidly resolve incidents using logical and structured approaches to problem-solving.

Ability to make sound decisions under pressure.

Strong commitment to excellent customer service.

Enthusiasm and passion for technology.

Personal credibility and self-motivation.

Excellent communication skills, both orally and written.

Ability to operate within a wider team where there may be ambiguity and conflicting priorities.

Experience working in a global environment across international locations with multiple cultures.