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Snr Desktop Engineer

2 weeks ago

Singapore RAYTON SOLUTIONS PTE. LTD. Full time

2 year contract
Location: Changi
Responsibilities
Assist the Ops Manager to oversee the delivery of IT services.
Lead the team of Service Desk engineers to ensure they meet established SLAs and service quality standards.
Provide L1 and L2 on-site / remote IT support for CLIENT employees.
Provide dedicated support for approximately 200 VIP users.
Be available for after-hours VIP (VP and above) support. Advanced notice will be provided by our team.
Update the EDX team on the daily manpower movement within the Service Desk team.
Lead and supervise the Service Desk engineers, ensuring adherence to established processes and best practices within the IT Service Desk playbook.
Provide guidance and support to Service Desk engineers, especially with VIP tickets and complex technical issues.
Foster a positive team environment, promoting a culture of excellent customer service and continuous improvement.
Monitor and manage all ESM tickets and appointment system to ensure SLA is met.
Ensure balance of workload amongst the team.
Escalate any company-wide incidents (disruptions or outages in CLIENT's corporate systems) or user dissatisfaction to EDX team in a timely manner.
Provide knowledge sharing on desktop problems encountered during the course of work with reference to our playbook.
Track and analyze frequent complaints via employee feedback to identify areas for improvement.
Work with the Ops manager to provide suggestions to the EDX team on what to update in the IT Service Desk playbook.
Assist to implement service improvement plans approved by the EDX team.
Stay relevant with industry trends and best practices, integrating them into the service delivery strategy.
Adhere to ITIL processes and frameworks, ensuring best practices in IT service management.
Certifications
The below certificates will be an added advantage:
Microsoft 365 Certified: Endpoint Administrator Associate
Microsoft 365 Certified: Fundamentals
CCNA
ITIL 4 Foundation Certification
Technical Skills
Proficiency with Windows OS, Active Directory, corporate network and common hardware/software troubleshooting for Windows laptops.
Expertise in macOS, iOS device management and troubleshooting.
Strong proficiency in Microsoft 365 applications and service, as well as Microsoft Azure.
Experience with endpoint protection solutions such as web proxy, remote browser isolation and endpoint detection & response solutions.
Familiarity with meeting room video conferencing and AV solutions and troubleshooting.
Proficiency in using ESM tools such as ServiceNow.
Experience
Prior experience in managing IT Service Desk daily operations and teams for at least 3 years.
Soft Skills
Strong leadership in managing a team.
Strong communication and interpersonal skills.
Problem-solving abilities and analytical skills.
Strong time management and multitasking skills.
High level of customer service orientation.
Ability to work in a fast-paced environment.
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