Service Desk Engineer

2 days ago

Singapore PLOY ASIA PTE. LTD. Full time

**Service Desk Engineer**

Whats on offer:

- Job Type: Contract
- Duration: 1 year (highly renewable)
- Location: Singapore, Central
- End-user Environment
- Requires Shiftwork (There are 3 shifts : Morning (normal hours), Afternoon-to-Night, Night-to-Morning.)
- Shifts will be rotated monthly, including working on weekends and public holidays, according to the team's scheduled rosterExcept for the Morning shift, a shift allowance will be paid for the other 2 shifts

Key Responsibilities:

- 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)
- Act as an Incident Manager and drive end-to-end Major Incident and Priority 1 incident management process
- Handle user account lifecycle management (Joiner, Mover & Leaver), access provisioning in accordance with company IT security policies.
- Perform regular out of office hours on call duties as per operational needs
- Oversee DSAT feedbacks and take corrective action
- Oversee daily cessation activities and evaluate any potential issues to ensure compliance with audit requirements.
- Manage and process IT service requests, assist in projects including user profiling setup, software installation, and system configuration
- Assist in DWS (Digital Workplace Services) BAU tasks and projects such as but not limited to the following:

- OS imaging, deployment, upgrade, and tracking (Windows and Mac)
- Endpoint device management
- Hardware refresh
- Maintain up-to-date knowledge base articles for common issues, troubleshooting steps, and SOPs used by the Service Desk team
- Collaborate with cross-functional teams (Product Managers, Engineering, Architects, etc.), and business stakeholders and ensure proper escalation to improve service delivery and user experience.
- Communicate effectively with end-users, keeping them informed of the status of incidents and requests.Monitor alerts triggered from servers, databases, or systems and inform the respective teams for necessary actions.

Required Qualifications:

- Degree/Diploma in Computer Science, Information Technology, or related field
- A minimum of 3 years of experience in a 24X7 service desk or technical support role
- Proven work experience in an IT support function such as a Service Desk Agent, Desktop Support Engineer, or other similar roles
- Working knowledge and experience on ITSM ticketing tools (ServiceNow, etc.)
- Comfortable in supporting users over the phone, onsite, or remotely using remote access tools such as Teamviewer
- Possess an ITIL v3 and above Foundation certification is an advantage

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