
Service Desk Support Engineers
7 days ago
**Service Desk Support Engineers**:
**Key Responsibilities**:
- Provide 1st Level Support to users
- Registers, classifies and categorizes incidents and service requests, and undertakes an immediate effort in order to restore a failed IT service as possible [i.e. First Call Resolution (FCR)]
- Pro-actively interacts and gathers additional information from customer/users, as required
- Escalates next level of technical support for incident resolution, as appropriate
- Monitors the progress and status of all open tickets toward incident resolution ad request fulfilment
- Monitors and keeps customers/users informed of ticket status and updates at agreed intervals, till ticket closure
- Provision to support Major incident, as required
- Forms part of Request Fulfilment group specializing on fulfilling certain types of Service Requests (broadly refers to Standard Changes or Pre-Approved Change Request)
- Responsible to produce breaching and aging reports for tickets logged by Service Desk
- Contributes and support by identifying any gaps or short comings in the current processes, procedures and services; propose or recommend improvements to bridge these gaps
- Basic diagnosis and provide support to resolve issues related to M365, Active Directory, Windows Operating System
- Basic know-how and support on Network issues such as Ping, DNS, Traceroute, Http, SSL
**Qualifications & Skills**:
- 1-2 Years’ experience required in call centre managed services
- ITIL Foundation Certification
- CISCO CCNA Certification
- Strong Call Handling Skills
- Familiar with BMC Ticketing System
- Able to work 24 x 7 shift work in Singapore Office
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