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IT Desk(/helpdesk) Engineer

3 weeks ago

Singapore ERP21 PTE LTD Full time

**About the Role**:
The IT Desk (or Helpdesk) Engineer is responsible for providing first level technical support to the Client’s customers.

He/She will work closely with Desktop Engineers (Level 2) and Service Desk Team Leads to achieve this purpose.

**Must be willing to perform 12-hour Shift Work on 4 working days a week**

**Main Responsibilities**:

- Record and manage all issues in ITSM (IT Service Management).
- Escalate requests/issues to the appropriate resolver group according to SLA (Service level Agreement).
- Provide timely status update on issues escalated and to close tickets within SLA.
- Ensure daily tasks are executed according to SOP (Standard Operation Procedure).

**Job Requirement / Qualification**
- Willing to perform 12-hour Shift Work on 4 working days a week; or 5.5 working days a week on office hours.
- Minimum Diploma in IT / Computer Engineering preferred.
- At least 1 year experience in 24x7 IT helpdesk or service desk environment preferred.
- Sufficient support knowledge of common productivity tools, eg., Windows XP/Vista/7, MS Office & MS Exchange
- Experience on POS(Point of Sales), Remote Desktop, Printer Support are advantageous.
- Customer-oriented, patient, meticulous and a strong team player.
- Is self motivated and pro-active in heading off problems.
- Strong & effective communication and interpersonal skills with desire to work as part of a team.