Service Desk Engineer

1 week ago

Singapore AXPARA SOLUTIONS PTE. LTD. Full time

Overall Purpose Of The Job
As a member of the Service Desk team, this position serves as a single point of contact for all IT issues and requests reported by users through the different support channels (phone, email, Self-Service Portal, Tech Concierge Desk). It is responsible for providing support (remotely or onsite) on company supported computer software, applications, and platforms.
Key Responsibilities
The scope of responsibilities includes the following:
Serve as the first point of contact for users experiencing technical issues via different support channels (phone, email, Self-Service Portal, Tech Concierge Desk).
Diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
Log incidents and requests accurately in the service management tool, categorizing and prioritizing them based on urgency and documenting with event timeline.
Escalate unresolved issues to relevant next level support team (L2/L3).
Ensure effective management of all incident priorities including Major Incidents, Priority 1, 2, 3 and 4 and service requests through various communication channels, including phone, email, and in-person interactions at the concierge desk.
Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process.
Monitor ticket, email, chat, phone queues and agent performance to ensure adherence to service level agreements (SLAs) and quality standards.
Handle user

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